Contact Center as a Service (CCaaS):
Gain Control in Crafting a Quality CX

Delight your customers with CCaaS – Discover its benefits, features,
and how SquadStack addresses CX challenges for businesses.

What is CCaaS (Contact Center as a Service)?

CCaaS, also called Contact Center as a Service, is a cloud-based software solution that provides communication functions such as live chat, support tickets, SMS, and phone calls to businesses. It enables businesses to cater to a large customer base with ease. Unlike traditional contact centers, CCaaS allows you to subscribe to the software solution monthly or annually.

What Does CCaaS Do?

Contact Center as a Service assists businesses in:

  • Improving operational efficiency and
  • Delivering exceptional customer experiences while adapting to rapidly changing customer demands in today’s world

Is CCaaS Better Than On-Premise Contact Center?

We understand that CCaaS is better than a call center on multiple levels but what about an on-premise contact center? Let’s see how CCaaS is better than an on-premise contact center.

Lower Upfront Investment

Since CCaaS solutions don't demand hardware and data centers as on-premises do, they tend to cost significantly less. Besides, the service provider looks after the operational requirements, so you don't have to invest in any costly setup.

Reduced Operational Costs

CCaaS allows you to subscribe to the services monthly or annually. It adds the freedom to get your communication channels running without spending on:

  • physical location and infrastructure
  • maintaining on-premise hardware and hiring IT staff
Ability to Scale Flexibly

Since CCaaS solutions are independent of physical infrastructure and its limitations, agents and supervisors can work from anywhere. The flexibility allows businesses to scale services up and down as the demand rises.

UCaaS vs CCaaS vs CPaaS

An appropriate communication channel for your business depends on your requirements and goals.

UCaaS (Unified Communications as a Service)
  • It is a cloud-based communication platform that enables businesses to streamline their internal communication across all channels, such as voice and digital.
  • It allows users to view entire interactions in one interface.
  • Its essential features are team chat messaging, video conferencing, whiteboarding, screen sharing, cloud telephony, and more.
  • Some common examples are Microsoft Teams, Zoom, etc.
(Contact Center as a Service)
  • It is also a cloud-based communication platform that provides an omnichannel approach to businesses to communicate with their customers and adds value to CX.
  • These platforms are flexible, scalable, and not confined to a physical infrastructure.
  • Its essential features include omnichannel communication, automated dialers, call routing, etc.
  • An eCommerce company like Myntra set up an omnichannel communication to inform users about new offers, ongoing sales, a shipment's status, etc., via its users' preferred mediums like WhatsApp, email, etc.
CPaaS(Communications Platform as a Service)
  • Similar to UCaaS and CCaaS, CPaaS is a cloud-based platform solution. It enables developers to integrate real-time communication features, such as voice calling, video calling, messaging (SMS, MMS, chat), and more, using customized APIs and SDKs into their applications and services.
  • Unlike CCaaS and UCaaS, CPaaS requires more IT knowledge to integrate.
  • CPaaS operates on a per-unit pricing model, i.e., you have to pay for individual APIs.
  • An on-demand taxi app like Uber integrates text message APIs to enable drivers and riders to communicate via text without sharing their contact numbers.

Benefits of CCaaS: 7 Reasons to Invest

Enhanced Customer Experience
Enhanced Customer Experience

Customers want brands to use their preferred communication channel for assistance. CCaaS provides a unified view of customer data, exposing agents to the preferred communication channels to deliver an exceptional CX.

Lower Customer Service Costs(Cost Efficiency)
Lower Customer Service Costs(Cost Efficiency)

Cloud contact centers as a service are more cost-efficient. The capital expenses are taken care of by the CCaaS provider, and businesses don't need to invest in costly resources.

Enhanced Reliability
Enhanced Reliability

A business demands uninterrupted support services for its customers. A CCaaS solution with reliable cloud hosting and guaranteed uptime ensures less downtime and maximizes CSAT.

Enhanced Flexibility and Scalability
Enhanced Flexibility and Scalability

nexpected requirements can appear in business, whether due to business growth, seasonal fluctuations, or festivals. CCaaS enables you to adjust to the changes easily by adding or removing seats and functionalities as per your business needs.

Performance Analytics and Insights
Performance Analytics and Insights

CCaaS offers an advanced analytics system that records real-time agent interactions and insights into customer sentiment, forecasting, CSAT/NPS, etc., which allows businesses:

  • To discover customer problems and make informed decisions faster to improve customer retention and LTV.
  • Identifying gaps in agents' training strategies
  • Identifying and optimizing gaps in the support process
Increased Productivity
Increased Productivity

CCaaS solutions and their advanced intelligent functionalities increase agent productivity by:

  • optimizing agent schedules using routing strategies as per the current call volume
  • allowing live agents to assist with high-priority tasks by canning responses with chatbots and IVR.
Enhanced Flexibility and Scalability
Enhanced Flexibility and Scalability

nexpected requirements can appear in business, whether due to business growth, seasonal fluctuations, or festivals. CCaaS enables you to adjust to the changes easily by adding or removing seats and functionalities as per your business needs.

How to Deploy CCaaS: A 3-Step Blueprint

Here is our 3-step approach that allows you to deploy CCaaS to your business, ensuring a seamless integration.

Step 1: Assess your business requirements
Step 2: Choose a suitable CCaaS provider
Step 3: Onboard and train agents
Let's explore this in more detail.

STEP 1 ➧ Assess Your Business Requirements

(i) Identify Your Objectives and Goals

Consult with stakeholders, business leaders, and customer support management to identify business goals such as: 

The exercise will help you:

  • identify your business goals and set benchmarks
  • establish expectations from the CCaaS provider and
  • measure the overall effectiveness
(ii) Choose Cloud Format and Network Connectivity

Since business requirements vary across industries, identify which cloud format suits your business functions. For instance, if industry compliance demands strict data security policies, the business has to choose a private cloud for its services.

Public Cloud: Shared infrastructure and limited ownership. Best for budget constraints.

Private Cloud: Dedicated resources and greater security and control. Best for businesses with strict regulatory compliance.

Additionally, choosing robust network connectivity ensures minimum delay and consistent data packet delivery at the destination. In simpler words, you get improved call quality and enhanced customer experience.

(iii) Identify Gaps in Your Communication Channels

Audit your current customer contact channels and identify what works and what doesn't. The gaps can vary from being unable to track calls effectively to other shortcomings in communication channels, such as delayed responses to emails or difficulty managing customer inquiries across different platforms. Once identified, it's time to find a service to fill those gaps.

STEP 2 ➧ Choose a Suitable CCaaS Provider

Finding a CCaaS provider that matches your needs depends on multiple factors. Here are these:

(i) Pricing Model

The pricing model varies across CCaaS providers. The pricing model used across vendors is per user/seat, event, and usage-based. However, some CCaaS providers also offer quote-based pricing that varies due to:

  • Number of users
  • Provided features (or add-ons)
  • AI functionalities and
  • Available integrations

Before partnering, ask about the free trial, exclusive discounts, if any, and other taxes and fees involved.

(ii) Security & Compliance

Many businesses must adhere to industry-level compliance requirements if operating in a particular industry, such as brokerage. Hence, ensure that the CCaaS provider conforms to enterprise-grade security, such as data encryption and other cybersecurity measures.

(iii) Uptime and Performance

Always check the provider's past uptime performance to determine its service reliability. Assess the performance based on speed, responsiveness, and overall efficiency.

(iv) Easy to Scale

Every business has plans to grow, and there are fair chances that the requirements will go up soon. Hence, you must ensure that the vendor can accommodate the increase in demand.

(v) Check Available Software Integrations

When partnering with a CCaaS provider, businesses are required to integrate their CRM, email tool, or other apps into the software. Hence, make sure the vendor you're partnering with is compatible with your specific tools and the integration is seamless.

(vi) Ask about their Dedicated Customer Support

Identify the areas (onboarding, 24/7 live support, etc.) where you need support from the vendor and ask them how you can reach out if needed.

(vii) What Features Does the CCaaS Provider Offer?

The features of CCaaS vary from vendor to vendor. However, some essential features can prove pivotal for your customer services and telemarketing efforts.

Smart Dialers

The technology enables contact centers to dial outbound calls automatically for:

  • sales
  • surveys and
  • customer follow-ups

Auto-dialers dial several numbers in less time.

Predictive dialers ensure your agents always have callers in their queue.

Voice, Messaging, Chat

As evident as it is, CCaaS enables you to communicate with your customers on their preferred channels, i.e., voice and digital.

Channel Switching

The feature allows you to move from one channel to another without disrupting the customer flow and rerouting.

Self-Assist Features

AI-driven FAQ chatbots, IVR, and Knowledge base enable customers to find information and solve problems independently.

Smart Agent Assist

It suggests real-time responses to agents during customer interactions, enabling speedy responses and resolutions.

Reporting and Analytics

Unified reporting consolidates data and insights in one place and varied views for agents and clients. The insights extracted from recorded customer interactions drive comprehensive analysis, which assists in strategic decision-making and operational performance.

Quality Management

Technology-driven quality management sets the benchmark for the agents' performance. It indicates supervisors to identify skill gaps and the need for potential training programs.

Compliance and Security

Quality CCaaS solution providers adhere to regulations, such as PCI, and follow end-to-end encryption, 2FA, PII masking, conforming to data retention policies, etc., to provide trustworthy support to businesses.

Call Routing

Directing incoming calls to appropriate agents using tools like CTI (Computer Telephony Integration), IVR (Interactive Voice Response), and ACD (Automatic Call Distribution).

CTI acts as a connection between phone lines and computer systems.

IVR assists customers in navigating to the appropriate department using keypad or voice commands.

ACD manages routing and reduces average hold time.

App Integrations

The seamless integration with diverse tools, including CRM, enhance operational efficiency and collaboration.

STEP 3 ➧ Onboard and Train Agents

Once you have identified your business goals and found a CCaaS provider that matches your business needs (considering cost, seamless integration, and required features), it’s time to onboard and train your agents to adapt to the software.

SquadStack: A Tech-First CX Solution

SquadStack has what you need to enhance customer interactions and add value to customer experiences. Our tech-driven approach helps you improve your NPS, CSAT, and overall customer retention.

Here's why SquadStack is an ideal solution for your business.

Omnichannel Engagement: Seamlessly interact with customers through various channels such as emails, messages, chatbots, phone calls, and interactive voice response systems, maintaining a consistent and hassle-free customer experience.

Scalability: Adapt to market changes and business demands with ease. SquadStack assists you in every growth phase, providing the necessary agents tailored to your variable business requirements.

API Integration: We seamlessly integrate with standard CRMs, such as Salesforce, LeadSquared, Freshsales, and Pipedrive, and offer custom in-house CRM integrations.

Enterprise-Grade Security: We ensure you don't have to compromise with your customers' sensitive information. SquadStack conforms to ISO/IEC 27001:2013 standard and offers PII masking and encrypted APIs to ensure overall business security.

Expert Agents: SquadStack provides telecallers with extensive knowledge and training. They establish effective communication with customers, enhancing customer satisfaction and trust.

Flexibility: Depending on your business requirements and goals, you can choose between agents who work remotely and agents who work out of a call center.

Difference Between Call Center and Contact Center [+Example]

The call center is a typical in-office solution that provides inbound and outbound communication functions via phone for your customers.

Let’s understand the difference between the two using an example. Consider a customer contacting an electronics company regarding a technical issue with their air conditioner recently purchased. If the business would be associated with a call center, the customer has no other option but to connect via phone/call.

On the other hand, if the business is associated with a contact center, the consumer can connect via their preferred channel, such as live chat, WhatsApp (or other social media channels), IVR, etc., for assistance. Unlike call centers, the approach is considered welcoming and is less prone to resistance. Besides, the agents can also get other customer insights, such as purchase history, last connected date, technician visits, etc. The customer data enables the agents to respond faster and more accurately.

Hear It From Our Partners

Working with SquadStack is more like an extension of our own company than a third-party. With them we can now easily monitor quality control, scale-up campaigns and handle higher volumes.

Trisha Rajani Vaidya

Dr. Vaidya’s
From campaign strategy to execution to scale, SquadStack's data-driven and customer-centric approach for campaign optimization has helped us reach out and communicate with our customers in a much more efficient and smarter way.

Faizan Saleem

Strategy and Growth
SquadStack understands your requirements and is unlike a traditional BPO. KPIs and targets drive them, and at the same time, they understand bringing back meaning to your work.

Mehak Mahajan

AVP Customer Operations,
SquadStack has immensely reduced our turnaround time in reach outs, focus on customer service and access to data insights through customer dashboards has helped streamline our sales process.

Anand Biswas

Director, SME Business