What is CCaaS?

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

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.

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.

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.