What is CCaaS?

CCaaS, or Contact Center as a Service, is a cloud-based customer service solution that allows businesses to utilize contact center software without the need for on-premises infrastructure. It provides features like automatic call distribution, interactive voice response, skills-based routing, omnichannel communication (voice, email, chat, social media), reporting, and analytics. CCaaS is commonly used to improve customer experience, increase agent productivity, and reduce costs by offering flexible and scalable contact center operations.