Contact Centre as a Service

Contact Centre as a Service (or CCaaS) is a relatively new technology that enables your whole contact centre infrastructure to be delivered via the cloud through a Hosted PBX solution.

Benefits of a Contact Centre as a Service technology

CCaaS technology enables you to access the latest and greatest contact centre technology without investing in any infrastructure like servers and so on and what’s better, you only pay for the technology features and number of seats you use.

So you can scale your contact centre business to suit your business needs, add and delete features all for a simple per agent per month model.

Need to prepare for the busy period? Simply add more seats for that month.

Want to start doing outbound calls? Turn it on!

What about omnichannel management like managing calls, emails, live chat, SMS etc? You bet!

Start offering Work from Home / Remote Agent opportunities? Absolutely!

Call Recording, speech analytics and more.

Contact Centre as a Service technology really has changed the contact centre industry and if you haven’t transitioned yet, it’s only a matter of time! You can learn a lot more about some of the pros and cons by reading the cloud contact centre glossary term.

To find suppliers of CCaaS solutions search the free CX Directory for a list of quality suppliers who specialise in Contact Centre as a Service solutions.

Upcoming Industry Events:

Customer Service Emails – Dec 2020

Event Organiser:
CX Skills

The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

Workforce Management Essentials

Event Organiser:

This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

The Heart and Mind of a Winning CX Culture

Event Organiser:

In this free webinar, Australia's leading customer service expert Jacquie Scammell provides some tips and insight into how to create a winning CX culture in your business.

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