Gartner 2024 Leading Contact Center Platforms
Contact Center as a Service, (CCaaS), represents an entirely new paradigm for business communications and collaboration. CCaaS solutions offer similar functionalities as an on- premises contact center infrastructure (CCI). But, key differentiators of CCaaS lie within simplifying connectivity to other cloud-based applications, consumption being paid for via a monthly subscription, and a definitive focus on service capabilities rather than simply product functionality.
Benefits of a CCaaS solution:
- Increased reliability/uptime
- Ability to scale
- Ability to better meet the needs of today’s customer
- Improved security
- Better reporting and analytics
- Reduce reliance of internal IT
CCaaS solutions provide the highest levels of availability, reliability and disaster recovery; most providers promise uptime as high as 99.99% by leveraging geographically redundant data centers, staffed 24/7/365.