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Hosted CCaaS (Contact Center as a Service) refers to a communication system that uses Voice over IP to provide a Cloud based Contact Center as the primary link between a business and their customers.  Like a call center, a contact center handles inbound and outbound calls, but it also lets people communicate over other channels such as texting, webchat, email and other digital options. Hosted Contact Center as a Service allows your business to leverage a providers software, implementing only the features you need while maintaining the agility to scale up or down as needed.

CCaaS Advantages:

  • Digital Service Channels

    • Voice​

    • Text

    • Web Chat

    • Video Chat

    • Social Media

    • Email

  • Predictive and proactive customer service

  • Empowering self-service

  • More engaged customer service representatives

  • Individual customer profiles

  • Advanced routing to the right agent

  • Better and consistent customer experience

When considering CCaaS and the needs of customer service agents, keep your office workers in mind as well. The lines between UCaaS and CCaaS are blurring. Many organizations want them both, and they want them together from a singleprovider.

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