What it CCaaS and How It Benefits Contact Centres

As contact centres evolve, many organisations are moving away from traditional on-premise systems and adopting cloud-based solutions.

Contact Centre as a Service (CCaaS) is one such solution, offering greater flexibility, lower costs, and improved functionality.

To find out more, we spoke to Lynsay McEwen, Director of CX Strategy at Sabio, to find out what CCaaS is and what the benefits of it are.

Video: What Is CCaaS? What Are the Benefits?

Watch the video below to hear Lynsay give a definition of CCaaS and explain the benefits:

With thanks to Lynsay McEwen, Director of CX Strategy at Sabio, for contributing to this video.

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What Is CCaaS?

CCaaS stands for Contact Centre as a Service. It is a cloud-based platform designed to manage customer interactions, typically between agents and customers.

Unlike traditional on-premise systems, CCaaS provides a range of built-in features, such as interactive voice response (IVR), analytics, skill-based routing, and call queueing.

“Contact Centre as a Service is a cloud-based platform. Generally used in the contact centre environment to service customers, it’s usually agent to customer interactions. It’s usually got more functionality.

So it will have things like an IVR, it will have analytics, it may have skill-based routing, call queueing, that type of thing.”

How CCaaS Benefits Businesses

CCaaS offers several key advantages:

Lower Costs

Contact centres avoid expensive hardware and software licences. The provider manages system maintenance, lowering IT overheads.

“Contact Centre as a Service generally has lower upfront costs so you don’t have that expensive hardware and software licence, things like that to think about.

You’ve generally got things like less overheads to think about in terms of management of the hardware, because that’s all done usually by the provider. “

Easier Setup

CCaaS is quicker to set up than on-premise systems, allowing contact centres to start operating sooner.

“It’s usually much easier and quicker to install, and get you up and running, than things on an on-prem platform would be.”

Simple Integrations

Cloud-based platforms connect easily with other systems, making it easier to add new tools and features.

“The integrations into the system are usually pretty easy to do, because it’s that cloud-based platform, you don’t have to worry about on-premise kind of technology, as it’s usually on the cloud solution.”

Supports Remote Work

Since it operates in the cloud, CCaaS allows agents to work from anywhere with an internet connection, making remote and hybrid working models easier to manage.

“It allows you to do things like remote work, or remote working, really easily because of the cloud-based nature of the platform.”

Faster Innovation

New features and updates can be implemented quickly, keeping contact centres up to date with the latest technology.

“It usually allows you to innovate more quickly because you can generally add features and functionality much more quickly than you would if you were on-prem.”