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Understanding Contact Center as a Service


What is Contact Center as a Service (CCaaS)-

What is Contact Center as a Service (CCaaS)?

Contact Center as a Service (CCaaS) is a cloud-based customer experience solution. CCaaS model reduces the cost of operations as the businesses can work independently, without the need for IT support. CCaaS offers scalability, flexibility, and enterprise-grade security, along with other additional inbound and outbound call center features.

CCaaS model allows the businesses to meet the ongoing customer demands without worrying about operational overheads, while also ensuring that the business standards are under check.

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Why do you need CCaaS?

Advantages of contact center software as a service

Scalability & Flexibility

CCaaS allows businesses to add contact center agents, extend functionality, and adapt according to business needs without having to invest in hardware installation and IT support

Flexibility to Login

You can use the software as a service contact center by providing the users with the flexibility to log in from any device, any browser, and any location

Seamless CRM Integration

Integrate with in-house or third-party CRM applications for better operational efficiency. This will also help agents to preserve the context for each interaction.

Speed of Deployment

Quick and hassle-free implementation without extensive hardware setup to be up and running in no time

Faster Time to Market

Go live with your call center operations within hours without worrying about extensive hardware installation

Work Across Geographies

Hire a diverse workforce from across the globe to deliver an exceptional customer experience with no geographical barriers

Want to see how CCaaS can help you?

Choosing the Best Contact Center as a Service Model

Factors to consider while choosing cloud contact center provider

Minimal Setup Time

Minimal Setup Time

Get started with your contact center within hours to serve your customers efficiently. Onboard agents, supervisors, and admins within a stipulated time frame to ensure that the workforce is ready to take care of call center operations.

Enterprise-grade Security

Enterprise-grade Security

Data security is the prime concern for most businesses. Get a highly secure, PCI-DSS compliant software that is ISO/IEC 27018 and ISO-27001 certified along with providing comprehensive data security and strict access control.

Remote Monitoring

Remote Monitoring

Get more visibility into contact center operations with a contact center as a service model. Allow the supervisors to keep a track of SLAs, CSAT rate, FCR rate, agents’ productivity, campaign performance even when the agents are working across multiple locations.

Omnichannel Customer Engagement Platform

Omnichannel Customer Engagement Platform

With an omnichannel customer engagement model, interact with the customers and prospects on their preferred channels without any silos. Let the customers reach out to your customer service department using email, voice call, video chat, social media for smooth interaction.
Preserve Context of Each Interaction

Preserve Context of Each Interaction

Let the contact center agents have a holistic view of customer interactions across channels in an integrated dashboard. Make your contact center agents’ lives easier by integrating your contact center with industry grade CRM applications, ticketing systems, and other applications like in-app chat. This helps them preserve the context of each interaction without having to toggle between multiple tabs.