Contact Center as a Service (CCaaS): A Bright Horizon for Contact Centers

CCaaS is revolutionizing the contact center space by delivering contact center services via cloud-based platforms. You only have to subscribe and get everything you need to offer the best possible customer experiences.

Some providers package everything on a per-minute pricing. They combine dialers, telephony, customizations, integrations, and functionalities like workforce management, analytics, business intelligence, list management services, and AI bots.

Imagine the comfort of such an offering. CCaaS makes it a level playing field – even for small and medium enterprises as you can access all enterprise-level features at per-minute pricing.

The CCaaS market is experiencing remarkable global growth.

The CCaaS market was valued at $4.7 billion, with a projected reach of $23.6 billion by 2032 at a remarkable CAGR of 18% between these years.

What is fueling this growth?

Several vital drivers are propelling the CCaaS market:

Omnichannel communication

With customers using multiple channels such as voice, email, chat, mobile apps, SMS, WhatsApp, and social media to interact with businesses, CCaaS makes it easier to offer seamless experiences across all channels.

Remote work trend

The onset of the pandemic accelerated the work-from-home trend. Many organizations still follow the remote work and hybrid models.

Often, you would find it challenging to have the proper Internet connection at the employees’ homes, and you need VPNs to connect to the office servers to access the contact center platforms. Besides, you will also have to factor in providing the necessary hardware to access the contact center platform.

This was a considerable challenge and continues to remain so.

With CCaaS, you only need access to a browser and a working Internet connection to address your customer experience needs.

Increased adoption by SMEs

The increasing number of small and medium-sized enterprises (SMEs) across various sectors, prioritizing customer-centric approaches, can now access features and capabilities previously exclusive to large enterprises through CCaaS.

BPO sector growth

The Business Process Outsourcing (BPO) sector is expanding, creating a higher demand for CCaaS solutions to enhance customer service operations.

Scalability and flexibility

How often have you encountered situations where you want to scale up and down your resources based on business needs?

You have already committed several agent licenses to your provider and cannot immediately scale it down. When you want to scale up, you must wait a considerable time before your provider can provision it.

This has been an Achilles heel for most contact center operations.

With CCaaS, you can scale up and down at the click of a button. Everything happens in seconds and minutes. With per-minute pricing providers, there is no such concept as licensing – you can use as many resources as you want.


CCaaS eliminates the need for upfront Capex investments in infrastructure, servers, and storage. Most providers, like us, offer a no-contract, pay-per-minute subscription model, ensuring cost efficiency.

Challenges in CCaaS adoption

While CCaaS brings many advantages, it comes with specific challenges. Here’s how we address these challenges.

Customization complexity

Many CCaaS providers offer a one-size-fits-all approach. Besides, when you mention customization, the providers give you an estimation, and they are pretty high-ticket items.

We understand that every business has unique requirements, and we focus on configurability and provide limited customizations free of charge to tailor solutions per the contact center’s unique workflow.

User training

Long agent training times can hinder CCaaS adoption. The biggest impediment to CCaaS adoption is the status quo that agents are used to.

Our experience has led us to develop efficient training programs, ensuring quick agent adoption with an intuitive platform. Our UI is so intuitive that it is as simple as using a mobile phone or a television. You don’t require extensive training.

Regulatory compliance

Adhering to industry-specific regulations can be challenging. We comply with various standards and regulations, including HIPAA, PCI-DSS, TCPA, FDCPA, Reg-F, SOC2, FedRamp, and ISAE 3402 Type II specifications.

This provides contact centers with peace of mind and enhances customer trust.

Security concerns

Data security and privacy concerns in the cloud are common. Your security is as good as your weakest link.

We host our platform on state-of-the-art cloud infrastructure, which is monitored and secured by experts that even enterprises cannot afford to have.

They address all vulnerabilities and security leaks besides providing encryption support and physical security.

So, rest assured, you are in safe hands with CCaaS solutions.

Integration challenges

You already have a CRM and helpdesk software that your people are comfortable using. Your contact center platform must be integrated with them so that your agents can have a single view of all your customer interactions.

Our platform comes with pre-built integrations with various industry-leading CRMs and helpdesk software. We also provide APIs for integration with other best-of-breed systems.

Connectivity and reliability

Often, CCaaS fails due to unstable Internet connection at some locations. We have helped customers mitigate low-bandwidth issues with PSTN connectivity for telephony.

This ensures that the quality of your communication doesn’t go down.
Choosing the right CCaaS provider.

To select the right CCaaS solution, you must consider these factors:

See if your provider gives you an all-in-one platform with all the features thrown in at a per-minute pricing.

Ensure you pay per usage and do not go with minimum commitments or extended contracts.

Ensure your provider is willing to customize the platform per your workflows at zero or minimal costs.

See if they have open API capabilities to integrate with your internal systems.

Do they have pre-built integrations with leading CRMs and helpdesk software?

Do they provide analytics, intelligence, workforce management, data management, and report generation as a part of their offering?

Can you configure the reports in their platform? How do you slice and dice the data to have a dashboard view?

What are their support SLAs? Are they in days or weeks?

Do they provide omnichannel support?

Does it offer blended dialing (outbound and inbound)?

How fast can you onboard yourself on the platform? Does it take a few days or a few months?

What are the training requirements? Check out any other show-stoppers.


CCaaS is the future for contact centers, offering unparalleled simplicity and ease of implementation, allowing organizations to place their customers at the center of their operations.

Two-thirds of the organizations have moved to the cloud or are in the process of moving. It is just a matter of time before CCaaS becomes the defacto implementation model of contact centers.

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