What Is Contact Center as a Service (CCaaS)?

Contact center as a service or CCaaS is a cloud based subscription service that provides communication tools, like phone system service, to clients.
by
Daniel Weiss

Today, customers not only want superior customer experience, they’ve come to expect it and CCaaS may be your solution for giving it to them. It doesn’t matter if you have superior products or services with stellar pricing if you can’t assure your customers that your customer service will match the excellency of your products. That sentiment holds true for every industry. Your company’s contact center makes a first and lasting impression of your company. Your customer’s experience tells them much about the kind of experience they can expect if they choose to do business with you. On the flip side, their earliest experience also makes it clear who they don’t want to do business with.

When you use a contact center as a service (CCaaS), you’re giving your call center representatives the tools and resources that enhance your customers’ experience, make your call center representatives’ job a rewarding experience, and improve your bottom line.

What is a Contact Center as a Service or CCaaS?

CCaaS is an acronym for contact center as a service, better defined and understood as a cloud-based software solution used by inbound and outbound teams to provide an overall better customer experience while hosting your environment in the cloud rather than at your place of business. The main purpose of CCaaS is to route contacts from all communication channels using one software application. The providers of contact center as a service software develop and maintain the software, which speaks to the “as a service” part of the definition. Essentially, CCaaS is a cloud-based phone system that allows you to make phone calls over the internet. CCaaS has been revolutionizing how contact centers respond to their customers.

Prior to the evolution of CCaaS, companies have long used VoIP technology, which is an acronym for voice over internet protocol. VoIP also allows you to make internet phone calls, but the software is hosted on company equipment on-site rather than using the cloud.

What to Know About VoIP & CCaaS

VoIP essentially operates in a single mode. In simple terms, it lets you make and receive phone calls using the internet. It’s a static phone system that’s operated much the same way for decades. This type of technology is unlikely to change much, if at all, in the future. Because it’s a static phone solution, it lacks the flexibility on its own to respond to newer, more innovative software solutions and integrations and it will limit your flexibility as a result.

CCaaS software lets you look at other business communications like email, chat tools, web applications, CRM systems, online surveys, sales automation tools, and helpdesk software and puts them over internet protocol, making it a multi-model phone solution. Contact center as a service software uses VoIP technology to power the voice function.

The Importance of Modernizing Your Contact Center as a Service

Dating back a couple of decades ago, the first call centers sprang up using VoIP software. Companies commonly downloaded and maintained their software solutions on their in-house computers and servers. VoIP systems require an ongoing investment in people and upgrades.

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The evolution of cloud-based services opened the door to greater innovation and flexibility for modern contact center needs. Today, CCaaS makes it possible for your call center representatives to log into any internet browser anywhere, at any time, and access your contact center software.

The marketplace is continually shifting and changing. Your customer’s needs are changing along with it. CCaaS offers the advantage of being able to change as quickly as the times demand. In essence, traditional phone systems are unwieldy and expensive, and when you continue to use them, you take the risk of bogging your company down.

Cloud-based phone systems that use CCaaS software deliver the agility and flexibility to meet today’s competitive environment.

The Importance of Using a Cloud-Based Phone System

If you reflect on some of your own personal experiences with contact centers, you can likely recall some good and bad experiences. Your evaluation of the quality of service also likely colored your perception of the company.

Excellence in customer experience is an essential component of contemporary businesses. In general, people don’t like listening to machines. They prefer having an interactive experience where they can ask questions and get them answered expediently.

Large call centers can make millions of connections every year. That means that they have the capability to have the same or greater impact on your business than a mass advertising campaign. According to a report by Forrester, customers report that online customer service tends to be subpar as compared with in-person customer service. Either way, a bad customer service experience turns customers off.

Besides giving you the capability to present your company in the best possible light, a cloud-based phone system also comes with plenty of other benefits. CCaaS makes it easy to scale your operation up as your business grows. Seasonal businesses gain the advantage of being able to scale up or down with ease as they go through different business cycles throughout the year. 

A cloud-based phone system is the key to lower maintenance costs because upgrades are quicker and easier to implement.   

CCaaS increases the efficiency of contact centers which means that you may be able to save money on wages by reducing the number of your IT staff off other contact center employees without sacrificing the quality of your service.

Unlike traditional phone systems, CCaaS gives you the flexibility to allow your staff to work from home rather than limiting your options to bringing everyone into the call center. This is an important consideration in light of the current need for social distancing due to the COVID-19 pandemic. 

Aircall makes it easy to combine your phone system with your CRM and helpdesk system. The benefits of this are improved call logging and outcomes. As the leading app ecosystem for voice, Aircall talks to all of your critical tools and workflows. Aircall also offers an open API where other technology providers can build an application through to Aircall’s platform.

One of your main goals is to positively impact your customers’ experience. Aircall can make that process significantly simpler. Aircall forms the cornerstone that intersects all touchpoints consistently and effectively for a foundation that supports excellence in contact center functionality.

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