Conversational modules
Programmable Channels
Platform functionality
Business segments
Industry verticals
Department
Our services
Solutions for telecoms
The Infobip advantage for telcos
See why leading telecoms around the world choose Infobip to transform their network
Telecom CPaaS partnerships
Create new B2B revenue streams with our omnichannel communications platform
Telecom core & security
Anam Protect Firewall
Secure your network from SMS and Voice fraud with our firewall that protects 120+ operators
SMS Firewall
Ensure all A2P SMS traffic is properly charged and eliminate revenue leakage with our SMS Firewall
Community & Resources
Knowledge hub
Title
What is CCaaS (Contact Center-as-a-Service)?
Contact Center-as-a-Service (CCaaS) is a cloud-based customer engagement solution that enables omnichannel conversations through a contact center provider’s software.
CCaaS is increasingly becoming the go-to option for contact centers as it provides scalability and flexibility to only pay for the technology required, thereby reducing the need for internal IT resources.
A CCaaS model allows businesses across every vertical – finance, retail, transportation, and more – to communicate with their customers on their preferred channel at the right time. It simplifies contact center technology to meet business objectives and provide outstanding customer experiences.
What are the benefits of CCaaS?
Using a CCaaS model can provide the following:
- Omnichannel customer engagement
- Data analytics and reporting insights
- Customizable self-service capabilities
- Increased first contact resolution
- Reduced operational costs
- Skills-based routing
- Improved contact center performance
What is the difference between CCaaS and UCaaS?
UCaaS (Unified Communications-as-a-Service) unifies the company’s communications applications in one cloud-based platform. CCaaS also facilitates multichannel communications through a single cloud-based platform.
The main difference between UCaaS and CCaaS is that CCaaS focuses more on helping businesses connect with their potential clients and customers in the channels they want. In contrast, UCaaS focuses more on internal communications and collaboration.
