What is CCaaS (Contact Center as a Service)?
CCaaS (contact center as a service) is cloud contact centre software that handles queueing, skills-based routing, agent management and reporting across voice and digital channels.
Where a phone system connects calls, a contact centre platform manages what happens while callers wait and how work is distributed. Queues with hold music and position announcements, routing that matches a caller to an agent with the right skill or language, and supervisor tools for monitoring live calls.
The reporting is the part that justifies the licence. Service level, average handle time, abandon rate and occupancy are the metrics a contact centre is managed by, and they require data a plain phone system does not collect.
Omnichannel means voice, email, chat and messaging arrive in the same queue and the same agent view, so a customer who starts on chat and calls in does not restart the conversation.
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Cloud phone systems, SIP trunking and wholesale voice — from $15 per user per month, with a 14-day free trial.