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What Is CCaaS (Contact Center as a Service)? Your Ultimate Guide
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Thinking of switching to a modern CCaaS solution? You’re not alone. More and more companies are discovering the huge benefits to be gained from using a cloud-based contact center. Check out the ins and outs of CCaaS and our tips on how to choose the right solution for your company, and you’ll see why.
Unpacking the meaning of CCaaS: What is CCaaS?
Let’s begin by establishing a basic CCaaS definition: what is CCaaS and what does CCaaS stand for?
CCaaS stands for Contact Center as a Service. It’s a cloud-based customer service solution for businesses, enabling them to deliver top-tier service to clients at a fraction of the cost of traditional on-site call centers.
With as-a-service solutions, you subscribe to software from a vendor who takes care of all the necessary physical infrastructure at their end. So, with Contact Center as a Service, you’re leasing the CCaaS software for a monthly or annual fee. This gives you access to the service and all the contact center features included in your plan.
Contact center vs. call center
If you assumed that CCaaS stood for Call Center as a Service, you weren’t too far off the mark. But in the modern omnichannel business environment, knowing the difference between a contact center and a call center is crucial.
Outbound and inbound call centers deal with phone calls, and that’s it. However, if the only option your customers have to contact you is via the telephone, your customer service could be falling short.
These days, a substantial proportion of your customers will prefer to contact you using other methods: SMS, perhaps, or by messaging your company on a social media account.
Catering for every communication taste might sound complicated, but there’s a simple solution: The contact center. This acts as a hub for all your customer service communications.
Your agents can take phone calls, as well as deal with queries that come in by SMS, webchat, email, messaging apps, or any number of other digital channels. Essentially, a contact center makes it easy for your customers to reach out to you using their channel of choice.
Cloud-based vs. on-premises contact center solutions
That’s the “contact center” part of CCaaS, but what about “as a Service”? It starts with knowing there are two kinds of contact centers: cloud-based and on-premises.
If you have an on-premises contact center, all the equipment you need to run it will be on-site. That means your company will be responsible for buying and maintaining the physical infrastructure of the system. It also means scaling up can be costly and time-consuming.
This is where CCaaS can help. Because it’s cloud-based, all the infrastructure is maintained by the provider. The only thing each user in a company needs to access a CCaaS system is a suitable device and an internet connection.
If your company is experiencing a rapid growth phase, you can easily add as many users as you want simply by sending a request to the provider. And similarly, you can delete users just as fast. This makes CCaaS particularly well suited to businesses that experience seasonal fluctuations in service requirements.
When you explore the kinds of plans that are available for CCaaS, you’ll find that they tend to follow a pay-as-you-go model that gives you excellent flexibility. Unlike with an on-premises contact center, you don’t run the risk of being stuck paying for equipment you no longer need.
CCaaS vs. UCaaS: What’s the difference?
CCaaS is just one type of communication solution for businesses. If what you’re looking for is less about customer service and more about meeting your general communications needs, you might want to consider a UCaaS solution (Unified Communications as a Service) instead.
The two abbreviations are often confused, but they refer to slightly different concepts.
UCaaS means that all your business communications—phone, video, messaging, and more—are “unified” in a single platform. Like any type of as-a-service solution, this platform is hosted in the cloud by a vendor, and accessed by subscribers.
CCaaS, as we’ve already explored, provides specific tools to help contact centers support their customers and make it easier for agents to do their jobs. These include IVR, skills-based routing, and analytics.
There is some crossover in that both solutions are about improving communication. But while CCaaS relates to external customer communications, UCaaS is most commonly used for internal business communication and team collaboration (of course, companies do also use those unified channels to communicate with customers).
CCaaS helps businesses to streamline all customer interactions across communication channels, including emails, web chats, and social media messages. A CCaaS solution typically enables contact centers to implement automated systems such as virtual receptionists, and self-service options so that customers can resolve simple inquiries themselves.
CCaaS platforms are used by both inbound and outbound contact centers, and by sales and marketing teams, as well as for customer support. They are applicable in multiple industries, from ecommerce to healthcare and financial services.
UCaaS solutions are similarly universal, useful for any type of business that needs to upgrade its legacy communications systems and improve collaboration between employees. The main idea of CCaaS is to improve customer experiences, but it’s about helping agents and reps as well.
Here’s a handy UCaaS vs. CCaaS table that highlights the key differences:
CCaaS |
UCaaS |
|
|---|---|---|
Platform type |
Cloud-based |
Cloud-based |
Main use |
Customer support |
Employee collaboration |
Used by |
Customer service, sales, and support teams |
Teams across a business |
Type of comms |
External communications |
Internal communications |
Key features |
Call routing and distribution, interactive voice response, coaching, analytics |
VoIP telephony, video conferencing, SMS, team messaging, online fax, file sharing |
Outcome |
Improves customer experience and satisfaction |
Improves employee communication as well as customer experience |
CCaaS benefits
CCaaS soutions bring a raft of benefits to your business, from streamlining your contact center operations to improving customer and employee experiences:
Cost savings
As we mentioned earlier, CCaaS is more cost-effective than an on-premises system. You don’t have to worry about the upfront cost of installation or ongoing maintenance—and there’s no need to employ a specialist IT team, as the platform is so easy to set up and use.
You’ll also make savings thanks to the pay-as-you-go subscription model, which means you’re not paying for any seats or features you don’t need. Plus, the boost to customer relationships and sales performance will lead to loyalty and increased revenue.
Flexibility and scalability
CCaaS gives you maximum scalability, as you can easily add or remove seats and features whenever you need to—or upgrade to a higher-tier plan at any time. This is ideal for contact centers, where you’re likely to experience fluctuations in call volumes. It also has you covered for when the business grows or market conditions change.
With cloud contact center solutions, agents can access the system from anywhere, on any device with an internet connection. When you’re not limited to one physical location, you can hire remote staff from across the world, and even set up an entirely virtual contact center that caters for customers in different time zones.
Efficiency and productivity
Contact center software enables you to set up automated workflows for repeatable tasks, saving time and improving productivity for agents and reps. For example, with RingCentral RingCX, you get AI-powered summaries and transcripts after each interaction, so agents don’t have to take notes.
With automation alongside efficient call handling tools, agents can resolve more interactions per shift. They also have more time to focus on complex issues, especially when you deploy self-service options to decrease call volume.
If your solution comes with contact center analytics, you can optimize staff scheduling and quickly fix any operational issues that arise.
Improved customer (and agent) experience
CCaaS platforms mean you can provide omnichannel support to your customers, with a consistent experience across channels and at every touchpoint in the customer journey. They can choose their preferred method of contact for convenience, and every interaction is centralized in one place for easy access to the data.
This data is not only valuable for analytics purposes, but also during live interactions, so agents and reps can instantly view the customer’s history and personalize the conversation accordingly. It’s especially handy if the software integrates with your CRM.
Intelligent call handling features also improve the customer experience, with IVRs and chatbots helping to reduce wait times, and smart routing ensuring that customers don’t get passed around and have to repeat their information to multiple agents.
Valuable insights
Call analytics are beneficial for evaluating contact center performance both in real-time and over longer periods. As well as showing you key performance metrics and highlighting areas for improvement, the best CCaaS solutions also help you to analyze customer behavior, sentiment, and trends through AI-powered tools.
This means you can identify and address common pain points to improve customer engagement and satisfaction. And with insights into agent performance, such as AI-generated score cards, you can see who needs extra coaching. RingCentral also has tools to help agents in real-time, including a live agent assist feature.
Reliability and security
As long as you sign up with a reputable CCaaS provider, you know the platform is going to be reliable. They have the resources to keep the infrastructure maintained, and they use geographically redundant data centers to ensure constant availability and data security.
For instance, RingCentral guarantees 99.999% uptime so you’ll never miss an important customer call. It also has enterprise-grade security and complies with certifications including TCPA, DNC, STIR/SHAKEN, HIPAA, and PCI-DSS.
Must-have CCaaS features
Not all CCaaS options are alike. That’s why it’s vital to check that the system you decide to go for includes all the features you need.
Here are some of the key features you should expect to find in a modern CCaaS solution:
Interactive voice response (IVR), automatic call distribution (ACD) & call routing
First of all, you need to make sure that you have all the basics of phone-based customer service covered. Your CCaaS system should provide:
- Interactive voice response (IVR): Interactive voice response or IVR is an automated system that takes calls and presents customers with a menu-based options tree they can interact with via voice or using their phone keypad. It can be set up to offer self-service solutions, as well as to route calls to human agents, depending on what the caller needs.
- Automatic call distribution (ACD): The IVR works in tandem with the Automatic call distribution (ACD) system to route calls according to preset rules.
- Call routing: The system should be able to use intelligent call routing, so each customer’s query is resolved as quickly as possible.
Omnichannel capabilities
As we’ve established, one of the defining elements of a contact center is that your customers can use it to contact you in multiple ways. Your chosen CCaaS software, then, must cater to all the channels you need.
For instance, RingCX and RingCentral Contact Center are omnichannel solutions that allow your customers to contact you via voice, webchat, email, and over 30+ digital channels, including the most popular social media platforms.
Workforce management
A top-tier CCaaS system should come with features that help you get the most from your team. RingCX puts your agents in the driving seat with its workforce management functionality.
Not only will your employees benefit from tailored feedback on their performance, but they’ll also be able to take control over some of the more practical elements of the job. For instance, they can use the self-service interface to schedule requests and bid on or trade shifts.
Call monitoring
It’s essential you keep track of the quality of the service your agents provide to ensure a consistent standard of customer care. A call monitoring option allows you to do just that.
Supervisors will be able to listen in to live calls, join them, and even take them over completely if needed. It’s an excellent way of assessing agent performance and very useful for training and coaching purposes.
Built-in analytics
One of the major aspects of CCaaS that sets it apart from traditional call center solutions is the sheer wealth of analytics options that come built-in.
For instance, RingCentral Contact Center comes with customizable dashboards you can tailor to the needs of each employee or team. It’s also possible to monitor overall performance and service levels and stay informed on a granular level about important indicators, such as employee workload and queue information.
Advanced AI-powered functionality
Recent advances in AI technology have made all kinds of new features possible. You can deploy sentiment analysis and conversational intelligence in real time to determine a customer’s state of mind in-call. This can help identify calls that need to be escalated quickly, so they can be prioritized.
More generally, artificial intelligence can help give in-call guidance to agents to help them deal with tricky queries. It can also be used to generate performance scores automatically, so supervisors can see at a glance how each member of their team is performing.
How to select the right CCaaS providers
Product features aren’t the only factor you should take into consideration when deciding between CCaaS solutions. The top CCaaS providers also prioritize other aspects of their service.
But how do you choose the right one for you?
Here are some questions to help you make the best choice.
What’s the pricing structure?
Make sure you have the full picture when it comes to the total cost of ownership (TCO) of the solution.
Yes, CCaaS platforms are more cost-effective than their on-premises counterparts, but you still need to check for extra costs such as add-on features, customization, and implementation fees. What’s it going to add up to in the long-term?
Look carefully at the different pricing plans available and find out exactly which features and tools are included. Compare the prices across various solutions, and don’t be tempted to go for the cheapest option—it’s unlikely to have the functionality you’ll need as you grow.
Is it easy to set up and use?
Given that one of the advantages of using a cloud-based contact center is supposed to be its ease of use, you should always check how user-friendly a solution is before you decide to choose it. This is where free demos and trials come into their own, as you can try before you buy.
Look for easily customizable dashboards and straightforward setup protocols. After all, you want to be certain that you’ll be able to add and delete users quickly in response to your changing business needs.
You also don’t want to spend a lot of time coaching new users on how to operate the system. Ideally, you want a CCaaS solution that requires only minimal training, so your agents can hit the ground running.
Does it have enterprise-grade security
In today’s complex digital environment, companies need to know they can rely on their communications systems to be safe and reliable, and the best CCaaS providers make sure their system comes with top-tier security.
There’s no reason to leave safety up to chance, so check that your choice of CCaaS system comes with multiple layers of protection. Look for features, including multi-factor authentication, single sign-on, and end-to-end encryption.
Does it integrate with our favorite business tools?
You probably use a variety of business tools in your day-to-day operations, so you should choose a CCaaS system that integrates with them.
Well-designed integrations mean your agents can take full advantage of all of your tools without constantly having to switch between different accounts.
This is one area where a solution like RingCentral Contact Center truly shines. It comes with over 300 integrations with your favorite tools, including apps like Salesforce, Microsoft Teams, and Google Workspace. There are also APIs so you can create your own.
Is the customer support reliable?
Inevitably, there will be occasions when unexpected issues crop up. When that happens, it’s essential you can access support easily, so they can be resolved as quickly as possible.
Check that the CCaaS provider you select has a clear customer support procedure. It’s also a good idea to explore what existing customers have to say about their experience via review sites since that’s where you’ll find the most candid opinions.
How to implement CCaaS
Most CCaaS solutions are designed for quick and easy implementation. But you can follow these steps to ensure a seamless transition to CCaaS:
Define your goals
Start by identifying your unique business needs and what you aim to achieve by implementing a CCaaS solution. This will depend on whether your contact center mostly handles outbound or inbound calls, and if there are any particular issues to address or KPIs to improve.
Now think about the features and functions you’ll need to help you get there. For example, you’ll want integrations with crucial business systems like your communications platform, CRM, ticketing, HR and payroll. Make sure you set a clear budget.
Do the research
It’s important to talk to your contact center agents and find out what they’d like to see from a new platform. After all, they’ll be the ones who actually use the tools each day. Once you’ve listed everyone’s requirements and separated the “wants” from the “needs”, start looking at the various CCaaS options on the market.
Don’t just look at the vendors’ own websites—check out comparison articles and customer reviews on third-party sites. Once you’ve got a shortlist, take advantage of free demos and trials to find out which product is going to suit your business.
Choose a provider
Time to make your choice. Pick a software solution that is user-friendly, matches your budget, has all the functionality you need, and allows for future adjustments and growth. Check the system requirements (and your own network connectivity) to avoid any problems.
A good service provider will work closely with you during the implementation, and offer ongoing support. If you’re moving from an existing contact center system, you’ll need a plan that factors in data migration and onboarding to make sure there’s minimal disruption to your operations.
Configure the system
Once the solution is up and running, you can start to configure it to your preferences. Use the automated features to create workflows that relieve the burden of manual data entry, and set up rules for things like smart call routing.
Program your IVR menu and record greetings for voicemails and auto-attendants. You can also integrate all your favorite business tools.
Train your team
Even though your CCaaS solution should be simple to use, you’ll need to offer your managers, agents, and reps comprehensive training. Otherwise, you won’t see the productivity benefits you were expecting.
Create an atmosphere where everyone feels comfortable in asking for help, and make sure you top up the training if you add new features.
Monitor progress
Use the platform’s built-in analytics and quality management reporting to monitor key metrics and see where you can make improvements. As well as quantitative measurements like agent performance levels and average handle time (AHT) or first-call resolution (FCR), pay attention to qualitative metrics such as CSAT scores and employee engagement.
Don’t forget to monitor how the CCaaS tool itself is working for you—encourage agents to flag up any difficulties or gaps in functionality, so that you can decide if and when to upgrade to a different plan.
CCaaS: The present and future of your business
There’s never been a better time to switch to a cloud-based CCaaS solution. The benefits your company will gain in terms of flexibility, cost savings, and customer satisfaction make it the obvious choice.
CCaaS FAQs
What is CCaaS technology?
CCaaS uses VoIP technology to eliminate the need for on-premises infrastructure. The software is hosted in data centers maintained by the CCaaS provider, so the company using the system doesn’t need to do it themselves.
This means that all you need to use CCaaS is an internet-connected device and an account with the provider.
What is a CCaaS platform?
A CCaaS platform is a type of technology in which a specialist vendor provides a business with a “Contact Center as a Service”. This means that the business pays a monthly or annual subscription fee to access cloud-based contact center software, choosing between different pricing plans.
The platform itself is owned and maintained by the vendor, who is responsible for its reliability and security. Businesses don’t need any equipment on their own premises, and the system can be accessed from anywhere, on any internet-connected device.
How does CCaaS work for small businesses or large enterprises?
Because there’s no need for on-premises infrastructure, businesses of all sizes can deploy a CCaaS solution across multiple locations. This makes it particularly suitable for teams following a remote or hybrid work model.
For smaller firms, the cost savings from eliminating hardware and maintenance (and boosting efficiency) are especially attractive. At enterprise level, businesses can easily provide global customer support around the clock—and work with the vendor to create a bespoke plan.
Is CCaaS just for enterprises?
No. One of the biggest advantages of CCaaS is that it works well for businesses of any size. You’re in full control over how many users access the system and can increase or reduce the number of users at any time.
For smaller companies with simpler needs, a solution like RingCX provides all the benefits of a fully operational contact center at a fraction of the price of an on-premises system.
And for larger organizations, RingCentral Contact Center is an excellent solution that includes all the additional features you’d expect from an enterprise-grade system.
How much does CCaaS software cost?
The price is calculated on a pay-as-you-go basis, billed either monthly or annually (annual billing tends to work out cheaper).
Depending on how many features you want, you can access a modern CCaaS system for as little as $20 per user, per month. You can read more about our plans and pricing to get the details.
Is CCaaS secure & can I be sure to meet data protection regulations?
As long as you choose a reputable provider, CCaaS platforms are known to be secure and reliable. They keep your data safe by using multiple data centers, backup servers, and failover mechanisms, as well as encryption and authorization protocols.
In most cases, you’ll be able to configure your own security settings, such as single sign-on and role-based access. All of this means you can comply with data protection regulations for your industry, and keep your business running smoothly with no downtime.