Contact Center as a Service (CCaaS): Complete Guide

Today, customer service is one of the most imperative considerations for any business. No matter which business you deal in, you will not be able to engage your audience if you don’t offer valuable experiences to your customers. This is where the role of contact center comes into the picture. A contact center is often called the heart of any business as it is where the interactions between customer and company happens. While the traditional contact centers based on conventional telephone systems are now a thing of the past, cloud based contact centers have brought a revolution in the market.

What is Contact Center as a Service (CCaaS)?

Contact Center as a Service (CCaaS) is a cloud-based call center solution that allows businesses to manage their customer interactions in a centralized, efficient, and cost-effective manner. CCaaS is a subscription-based service that provides a comprehensive set of tools and features to manage and track customer interactions, such as phone calls.

Here are some statistics about Contact Center as a Service (CCaaS) that can provide insight into the current state of the market:

  • According to a report by MarketsandMarkets, the CCaaS market size is expected to grow to $22.5 billion by 2025, at a CAGR of 18.6%.
  • A survey by Frost & Sullivan found that 71% of companies are using or planning to use CCaaS to manage their customer interactions. This indicates that CCaaS is becoming increasingly popular among businesses of all sizes.
  • The same survey also found that the most common use case for CCaaS is customer service, with 61% of companies using it for this purpose. This is followed by sales, with 39% of companies using CCaaS for sales.
  • A report by Research and Markets found that the small and medium-sized enterprises (SMEs) segment is expected to grow at the highest CAGR. This is due to the increasing adoption of CCaaS among SMEs looking to improve customer service and reduce costs.
  • According to a report by Grand View Research, the Asia Pacific market is expected to grow at the highest CAGR, due to the increasing adoption of cloud-based services and the presence of a large number of SMEs in the region.

Features of Contact Center as a Service (CcaaS)

Intelligent Call Routing

One of the key features of CCaaS is call routing. This allows businesses to route incoming calls to the appropriate agent or department based on factors such as the caller’s location, the time of day, or the type of call. With all such information in hand, it becomes easy to handle calls and also decreases the call waiting time for callers which results in improved caller satisfaction.

Call Recording

Another important feature of CCaaS is call recording. As agents interact with callers, the system records the conversation in real-time. These recordings can be accessed later for different purposes.

Call Reporting

Reporting is also a key feature of CCaaS. Analyzing different types of call-related metrics, it generates key insights which are useful for businesses in improving their performance.

Advantages of CCaaS or Contact Center as a Service


A major advantage of CCaaS is that it is quite an economical solution for each and every business. Rather than wasting their precious money on buying expensive on-premise contact center hardware and software, businesses can simply onboard a CCaaS service by paying monthly or annual subscription fees. Thus, any kind of large upfront investment is not required.


Many CCaaS providers offer a variety of features such as call recording, reporting, routing, etc., and tools that can be customized to meet the specific requirements of a business.


As a cloud-based service, CCaaS can be easily scaled up or down as needed, allowing businesses to adjust their contact center operations to meet changing customer demands.

Wide Range of Plans

Additionally, CCaaS providers typically offer a range of pricing options, so businesses can choose a plan that meets their specific needs and budget.

How to Choose the Best CCaaS for your Call Center Business?

Deciding upon the best Contact Center as a Service (CCaaS) solution for your business phone system can be a daunting task. However, you can easily sail through the process of selecting the right CCaaS solution by considering a few important points. Below mentioned are some critical factors which need your attention:

Features and Functionality

A CCaaS may offer ample features and functionalities. Your business may require a specific set of features and functionalities. So make sure to check that beforehand.


The CCaaS solution should be able to accommodate the needs of your business. Make sure the provider you choose can scale up or down as needed.


Consider the ability of the CCaaS solution to integrate with other business systems, such as CRM, ERP, and marketing automation systems. This will allow you to streamline operations and improve efficiency.

Reliability and Uptime

Choose a CCaaS provider that offers a reliable and high uptime service. Make sure the provider you choose can guarantee a certain level of uptime and has a good track record of service availability.


The level of support offered by the CCaaS provider is equally important. Ensure the availability of 24/7 support services and also check whether they have a proficient team of agents to assist you with any technical issues that may arise.


The pricing of the solution plays an important role in your decision-making. Don’t consider it as the primary factor but make sure you don’t overpay. It is always better to compare the price offered by different CCaaS providers to reap the best out of your investment.


With cyber threats on a continuous rise, security becomes a critical factor when selecting the right CCaaS provider for your business. Look for the implementation of robust security measures to ensure that your data is in safe hands.

Implementation and Training

Always ensure that the solution you choose has an easy implementation process. Along with that, check on the training part so that the transition to the new platform for employees is smooth enough.

Last Words

Overall, CCaaS is a profitable, practical, and flexible solution that helps in centralizing business-customer interactions, without putting any financial strain on the business. Moreover, CCaaS is a power-packed tool with features such as call forwarding, call recording, reporting, etc. Be it about improving customer service or streamlining operations, no matter the size of the business, CCaaS can help in achieving the goals of any business.

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