What is CCaaS and How Does It Work?

CCaaS stands for Contact Center as a Service. It’s a cloud-based platform businesses use to cost-effectively operate a highly reliable, feature-rich call center from anywhere. CCaaS is calling or contact services operated remotely (via the cloud). Businesses purchase seat licenses for agents and supervisors, for sales, support, or other teams, but do not need to buy or maintain hardware or software. Employees can log-in to the system anywhere they have internet access.

What kinds of functionality does CCaaS have?

Today’s CCaaS offerings are rich in features and packages that move the needle in engaging customers and your workforce. Automatic Contact Distribution (ACD) – Routing inbound calls to agents based on caller data, IVR selection, skills or business hours. Interactive Voice Response (IVR) – Simply implement call flows without the need for coding. Advanced Calling Features – Everything you expect from a call center, and more such as: Call and Device Routing, Call Transfers, Auto Transfer, Voicemail, Voicemail with Transcription, Activity Logging, Contact Display, and Call Quality Feedback. Dashboards – Get real-time, live views of agent performance against your key metrics and service level agreements. Mobile Agents – Your agents and reps can handle inbound and outbound calls anytime, anywhere, giving your flexibility with after-hours or part-time staffing options. Workforce Management – Automate agent schedules and optimize your staffing for greater efficiency. Administrative Capabilities – For number provisioning, role-based user permissions and user management, ring group management, and call recording. Omnichannel – Empower your agents to move seamlessly between channels to best serve your customers. Agents engage your customers in a variety of ways: phone, chatbots, SMS text, social media, email, and over popular messaging Apps. Artificial Intelligence – With an AI-powered knowledge base, customers and agents can quickly find the answers they seek. Integration – Streamline communications and information flow across your business by integrating your CCaaS with your CRM platform. CSAT SMS Surveys – Measure CSAT and customers sentiment via SMS and customer mood surveys. Reporting APIs – Gather real-time and historical contact center interaction data, and incorporate it into any reporting systems.

What are the business benefits of CCaaS?

By using a CCaaS, the technology is future-proof, easy to deploy, scalable to your business needs, and maintained by Fusion Connect. Flexibility & Functionality Contact Centers as a Service are future-proof. As technology evolves for AI, Omnichannel, or other new areas, so can your service – helping you stay competitive in your industry. Advanced features can be deployed quickly across your business locations, and having it cloud-hosted means you minimize the risk of disruptions. It’s always-on wherever there is an internet connection. Should call volume increase, you can add agents quickly with licensing, no additional hardware or infrastructure required. Security Benefits Protect your business and customers against data breach with the built-in security features of Fusion Connect CCaaS. These include continuous Intrusion Detection systems, layers of User Authentication and Privilege, internal traffic and server monitoring, and user-controlled data encryption in storage and in transit. Financial Benefits Running your own on-premises contact center means you need to think about not only maintaining equipment, but financing for technology upgrades and future growth. Alleviate the worry and reduce capital expenses by using our hosted service.

Contact Center as a Service Solutions

Respond faster, keep customers happy, and never miss a conversation.

Engagement across all channels

Meet customers where they are, across voice, chat, email, and SMS.

Powered by Artificial Intelligence

Automate routine tasks, surface insights, and drive smarter interactions using AI.

Great Tools, Great Agents

Exceptional customer experiences start with great agents. The right tools help your agents deliver excellent service with less effort.

CCaaS made simple

Focus on making every customer experience seamless while we take care of the technology, whether you have two agents or 5,000.

Integrated

Connect with Microsoft Teams, Cisco Webex, and over 70 additional applications and SaaS solutions through pre-existing integrations.

Tailored Solutions

From small call centers, help desks, and inside sales up to the largest organizations, we deliver the right solution to fit your business needs.

Compliance Built In

Stay ahead of regulations with tools that make doing the right thing easy for your agents.

A Complete Solution

We deliver a comprehensive package of services to complete your CCaaS solution, including networking, voice, UCaaS, and failover.

100% US-based Support

Fully US-based support ensures we are ready to respond quickly and solve problems confidently.

What is CCaaS?

CCaaS (Contact Center as a Service) is cloud-based software that helps organizations manage customer experience across multiple channels, such as voice, email, chat, and social media. This functionality is key to an Omnichannel marketing strategy. Organizations ranging in size from hundreds of agents to 25 agents or fewer increase customer satisfaction by using CCaaS systems. Large contact centers benefit from the flexible scalability of cloud-based systems that allow them to increase or decrease the size of their infrastructure based on demand. At the same time, organizations use CCaaS to automate common tasks for contact centers, help desks, inside sales teams, customer service, tech support, and other groups to increase customer satisfaction.

Users of our CCaaS solutions say:

208% Return on Investment
after three years

75% lower abandonment rates
convert sales calls that would otherwise be lost.

20% lower agent churn
when agents have access to tools powered by Artificial Intelligence (AI)

Source: Talkdesk. (2024, December 2). Talkdesk customers experienced benefits of $9.52 million, independent study reveals

Three Powerful Services to Meet Your Needs

Features Include	Essential	Elite
Voice Engagement Intelligent call routing, IVR, and voicemail transcription.
Studio & Routing Click-to-code customer journey builder
Unlimited Voice Recording Storage Supports compliance and training needs.
Standard Reporting With real-time Live & Explore dashboards.
Omnichannel Digital Engagement Email, SMS, Social Media Messengers, Web Chat; increases customer satisfaction by meeting them on their preferred platforms.	[OPTIONAL]
Mobile App Helps keep hybrid or remote teams connected and productive.
Quality Management Call scoring, agent evaluation, and unlimited recording storage. Quality Management tools improve agent performance and customer experience outcomes.
Feedback (SMS, IVR & Chat) Create and deploy surveys across channels to capture feedback, discover trends, and make informed decisions.
Screen Recording For a holistic view of interactions which enhances visibility into customer interactions for better service insights.
Custom Reporting With advanced dashboards and over 900 metrics that provide deep operational insight to guide decision-making.	[OPTIONAL]
Performance Management Leaderboards, coaching sessions, and agent recognition tools.
One Add-On Package included Workforce Management, CX Analytics or Proactive Outbound Engagement; delivers additional functionality tailored to your unique business needs.	[OPTIONAL]
Enhanced AI Capabilities Mood Detectors, virtual translators, voice identification, and even autopilot voice and chat automation, AI features have your call center covered.	[OPTIONAL]	[OPTIONAL]

CCaaS Frequently Asked Questions

What is Contact Center as a Service (CCaaS)?

CCaaS is a cloud-based solution that transforms traditional call centers into modern customer engagement hubs. It combines artificial intelligence, omnichannel communication, and interactive voice response (IVR) to optimize customer interactions while eliminating on-premises infrastructure costs.

What is Workforce Management?

Work Force Management are tools that assist in forecasting contact volumes, scheduling agents appropriately, and managing adherence to ensure operational efficiency.

What is Quality Management?

Quality Management are processes and tools that are used to assess and improve agent performance and service quality.

Do you offer solutions for call queuing alone?

Our Managed Communications and Collaboration services all offer a call queueing option without needing to commit to a feature-rich CCaaS Platform. Contant us and we will design the right solution for you.

What's the relationship between Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS)?

While UCaaS focuses on internal communication and employee experiences, CCaaS specializes in customer relationship management. Both use cloud-based technology, but CCaaS addresses contact center operations and customer journey optimization.

How does CCaaS differ from traditional call centers?

Unlike traditional call centers with fixed telephony systems, CCaaS platforms offer enhanced functionality through cloud contact center solutions. These include built-in automation, streamlined workflows, and integrated CRM systems. The pricing model is cost-effective, with flexible scalability and minimal downtime.

What are the core features of modern CCaaS solutions?

Today's CCaaS providers offer comprehensive features including email, phone, SMS, messaging capabilities, video conferencing, and social media integration. Real-time dashboards display crucial KPIs and metrics, while workforce management tools boost agent productivity and performance.

How does CCaaS support remote work?

CCaaS platforms enable seamless remote work through their cloud-native architecture, allowing agents to handle customer interactions from anywhere with just an internet connection and headset. The platform's intelligent routing distributes contacts across dispersed teams while maintaining service levels, and built-in collaboration tools keep remote staff connected. Supervisors maintain oversight through remote monitoring and coaching capabilities, while enterprise-grade security features protect sensitive data across all access points. With unified agent desktops, workforce management for cross-time zone scheduling, and quality management tools that work consistently for distributed teams, CCaaS provides the comprehensive infrastructure needed for companies embracing hybrid or fully remote customer service models.

How does CCaaS improve customer support?

CCaaS elevates customer satisfaction through intelligent call routing, chatbots, and virtual agents. The platform enables better customer experiences by managing inbound call volumes, reducing handle time, and providing self-service options through digital channels (SMS, email, voice, chat, etc.).

What metrics matter in CCaaS?

Key metrics include customer retention rates, uptime statistics, call distribution efficiency, and agent performance indicators. IT teams can monitor these through comprehensive dashboards that track business needs and service provider effectiveness.

How does CCaaS enhance the customer journey?

CCaaS creates omnichannel communication paths across phone calls, digital channels, and social media. The platform uses artificial intelligence to streamline customer interactions, improve first-contact resolution, and discover opportunities for service improvements.

Modern contact center solutions must balance cost savings with superior customer engagement. CCaaS features deliver this through automated workflows, enhanced agent productivity, and disruption-free upgrades that keep your business competitive in today's digital landscape.

What is an IVR?

IVR (Interactive Voice Response) – Is an automated system that interacts with callers through voice and keypad inputs to route them appropriately.

POTS Line Replacement: It's Time

Contact Center as a Service (CCaaS)

Connect with your customers through a scalable, cloud-based solution.