What is a
CCaaS (Contact Center as a Service)
?

A cloud-based platform that provides the tools and infrastructure for running a contact centre without needing on-premise hardware.

CCaaS (Contact Center as a Service)
Example

A retailer sets up a contact centre using a CCaaS provider like Amazon Connect or Genesys Cloud. Their agents can answer customer calls, respond to chats, track performance, and work from anywhere all via a browser.

CCaaS is a software-as-a-service model that moves traditional contact centre functions—like voice, chat, email, IVR, and analytics into the cloud. Instead of buying expensive infrastructure, businesses subscribe to a platform that provides:

Omnichannel communication (voice, chat, social, etc.)
Agent desktops and call routing
Workforce management and quality monitoring
AI features like chatbots, speech analytics, and sentiment detection
APIs for integrations with CRMs and helpdesks

Because it's cloud-based, CCaaS offers:

Scalability (easily grow or shrink your contact centre)
Flexibility (support remote and hybrid agents)
Faster innovation (access to new features without upgrades)
Cost efficiency (pay-per-use or subscription pricing)

Major CCaaS providers include Genesys, NICE, Five9, Amazon Connect, Talkdesk, and Cisco.

What is a CCaaS (Contact Center as a Service)?

CCaaS (Contact Center as a Service) Example

Ready to bring CX Observability to your contact center?

What is a
CCaaS (Contact Center as a Service)
?

CCaaS (Contact Center as a Service)
Example