Leading analyst Gartner Inc. describes CCaaS as a “SaaS-based (Software as a Service) application service platform that enables customer service organizations to manage multichannel customer interactions holistically (using self- and assisted-service) from a customer experience and an employee engagement perspective.”
Wherever, whenever and on whatever device:
We at Content Guru think that CCaaS is more than just a cloud-based application service platform. It solves customer needs. Customers expect to be able to always contact organizations, whenever they want and on whatever channel they choose, even in times of peak demand. This is one of the main differentiators of CCaaS from legacy infrastructure systems – CCaaS is truly omni-channel and allows customers and agents to effortlessly maintain the conversation across phone, webchat, instant messaging, email and more.