Contact Centre as a Service (CCaaS)
Last Updated
Overview
Contact Centre as a Service (CCaaS) is a cloud-based contact centre platform for managing voice and digital interactions in one system. While some users note the admin interface can feel unintuitive, strong reporting tools, capable agent dashboards, and omnichannel handling support consistent customer service operations.
Contact Centre as a Service (CCaaS) Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting and Analytics
Contact Centre as a Service (CCaaS) Features
Omnichannel Communication
This feature centralises voice, email, chat, SMS, and social messaging into one interface, enabling agents to manage conversations without switching tools. It helps organisations maintain consistent response handling while giving supervisors a unified view of cross-channel activity and service performance.
Workforce Optimisation Tools
Workforce optimisation capabilities support forecasting, scheduling, and performance monitoring so managers can align staffing levels with expected contact volumes. This reduces overstaffing or shortages while improving response times and service coverage across operating hours.
AI-Powered Call Recording And Transcription
Call recording with automated transcription captures and analyses customer interactions for quality assurance and insight generation. Supervisors can review conversations faster, identify trends, and support agent coaching using searchable interaction data.
Interactive Voice Response And Surveys
Interactive voice response menus and post-call surveys help route customers efficiently and capture structured feedback. These tools reduce unnecessary transfers while providing actionable insights into customer satisfaction and service outcomes.
Advanced Reporting And Dashboards
Reporting dashboards deliver real-time and historical views of key metrics, including agent activity and interaction outcomes. These Contact Centre as a Service (CCaaS) features support data-driven decisions without relying on external reporting tools.
Pros And Cons of Contact Centre as a Service (CCaaS)
Pros
Strong reporting dashboards
Capable agent and supervisor portals
Reliable omnichannel handling
Cons
Admin interface not intuitive
User interface feels dated
Contact Centre as a Service (CCaaS) Reviews
Total 17 reviews
3.6
All reviews are from verified customers
Rating Distribution
5
Stars24%
4
Stars35%
3
Stars29%
2
Stars6%
1
Stars6%
Share your experience
Building Materials, 51-100 employees
More than a year
“user friendly portals”
Pros
The agent and supervisor portals are really user friendly and the platform is very simple to work with. The reporting feature is also quite solid which has been a big plus.
Cons
At the beginning, tech support wasn't my favorite part of the experience but it has improved a lot and is actually quite good now.
Rating Distribution
Ease of use
8
Value for money
7
Customer Support
7
Functionality
8
Banking, 51-100 employees
Less than a year
“great competitive pricing”
Pros
Coming from 8x8, it was a relief to see that it included all the features we relied on. The pricing was also far more competitive and the support has been dramatically better. We had major issues with 8x8 support in the past, including problems that continued even when management got involved.
Cons
Managing this can be frustrating because the admin toolset is very hard to navigate. It feels like it was built on older technology and having to use several different usernames and passwords to manage the full product suite only makes things more frustrating.
Rating Distribution
Ease of use
8
Value for money
7
Customer Support
8
Functionality
8
Logistics and Supply Chain, 51-100 employees
Less than 6 months
“Outdated setup”
Pros
Compared with our previous dialing system, this one offers far more reporting options and supports more advanced dialing workflows. A number of those features work really well. Another big plus is that it does not remove clients from the queue which was a frustrating issue with our old system.
Cons
Getting this software implemented took a lot of time on our side. Even now, there are still parts that are not working as they should. Unfortunately, the company has not been able to resolve all of the issues at the same time. On top of that the interface for both call agents and administrators feels outdated.
Rating Distribution
Ease of use
4
Value for money
5
Customer Support
6
Functionality
5
Frequently Asked Questions
Who are the typical users of Contact Centre as a Service (CCaaS)?
Typical users come from financial services, healthcare, retail, hospitality, insurance, and public sector organisations.
What language does Contact Centre as a Service (CCaaS) support?
Contact Centre as a Service (CCaaS) software is available in English.
What other apps does Contact Centre as a Service (CCaaS) integrate with?
It integrates with CRM systems, workforce management tools, and messaging platforms.
What level of support does Contact Centre as a Service (CCaaS) offer?
Support is available through phone assistance, help desk services, and live support options.
Does Contact Centre as a Service (CCaaS) have a mobile app?
The vendor does not publicly specify a dedicated mobile app for this software.
What types of pricing plans does Contact Centre as a Service (CCaaS) offer?
The software offers subscription-based pricing starting around $85/month. For a custom Contact Centre as a Service (CCaaS) cost, contact us.
Does Contact Centre as a Service (CCaaS) offer an API?
Yes. Contact Centre as a Service (CCaaS) supports standards-based APIs for integration with external systems.