According to Gartner, by 2022, it is estimated that 50% of contact center providers will choose Contact Center as a Service (CCaaS) – up from 10% in 2019.[1] CCaaS is poised to take the lead over legacy Contact Center Infrastructure, but what actually is it, and what are its key features?

Gartner says…

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.”[2]

Wherever, whenever and on whatever device:

We at Content Guru think that CCaaS is more than just a cloud-based application service solution. 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.

Artificially intelligent:

CCaaS integrates seamlessly with AI capabilities to significantly reduce the length of the customer journey and improve customer experience. Intelligent routing rules ensure that customers are passed to the appropriate person or machine agent. Instant screen-pops deliver all the necessary information.

Fully customizable:

CCaaS allows companies and organizations to purchase only the technology they need, which reduces the need for IT support and allows bespoke, fully customizable solutions. Cloud solutions are also far more flexible than their on-premise counterparts, as administrators can change the set-up quickly and easily from a browser-based service creation environment.

All in one place:

CCaaS brings everything together in one place. This includes everything from a single 360-degree view of the customer which can be viewed on one screen, to workforce management capabilities that can be managed through the same portal. Real-time and historical reporting means that supervisors can track and maintain performance and trends, using insights to deliver better customer engagement.

Unrivalled scalability:

Unlike legacy CCI platforms, CCaaS is fully scalable, so even when organizations are experiencing unexpected spikes in demand, customers can still get through. This is vital during major events or crisis situations, when customers need to contact public sector, utilities and travel organizations. Scalability also allows the cloud solution to grow with alongside your business.

[1] Gartner Critical Capabilities for Contact Center as a Service, 16 October 2019, Steve Blood, Drew Kraus, Simon Harrison.

[2] Gartner Critical Capabilities for Contact Center as a Service, 16 October 2019, Steve Blood, Drew Kraus, Simon Harrison.

Gartner Critical Capabilities for Contact Center as a Service, 16 October 2019, Steve Blood, Drew Kraus, Simon Harrison.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Our definition of CCaaS is cloud-based call center software that seamlessly integrates with third-party and existing software, has unrivalled scalability and omni-channel functionality.

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