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Collaboration, Voice & AV · Foundational

Contact Center as a Service (CCaaS)

A cloud-delivered contact center platform providing routing, IVR, agent desktop and analytics on a subscription basis.

Definition

CCaaS platforms such as Webex Contact Center, Amazon Connect and Genesys Cloud provide omnichannel routing and AI features without customer-managed servers. Integration with CRM systems, workforce management and the organization's telephony is configured through the provider's portal and APIs.

Example

A retailer moves from on-premises UCCX to Webex Contact Center to add chat and AI virtual agents.

Exam tip

CCaaS is to contact centers what UCaaS is to general telephony.

Related terms