Contact Center as a Service

CCaaS stands for Contact Center as a Service and is a cloud-based solution that enables businesses to manage customer communications. Hosted by a third-party, a CCaaS platform delivers an omnichannel experience allowing customers to connect through voice calls, emails, live chats, SMS, or social media. With CCaaS, agents can access and manage all customer interactions from a centralized platform.

CCaaS provides omnichannel support, allowing businesses to manage customer interactions across multiple channels (voice, email, live chat, SMS, etc.).

Other key features include automatic call distribution, CRM integration, interactive voice response, outbound dialing, contact center reporting, and analytics. These features streamline operations and improve customer experience.

The difference between UCaaS and CCaaS lies in their purpose and focus. UCaaS focuses on improving internal team communication and collaboration by integrating communication tools. A great example of UCaaS are MS Teams and Cisco Webex applications which are commonly used by users to communicate internally.

Conversely, the purpose of CCaaS is to optimize customer interactions and support by providing businesses with tools to manage customer service through multiple communication channels. When choosing between the two, remember that UCaaS focuses on streamlining internal communications, while CCaaS focuses on boosting customer experience and communicate with users/customers externally.

CCaaS platforms are secure, but the level of security varies by vendor and their security strategy. Reliable vendors implement robust security measures such as encryptions, two-factor authentication and access controls, stay compliant with industry regulations, and conduct regular security audits. MetTel boasts over 30 security certifications, ensuring compliance with legal requirements and the highest standards for protecting customer data.

CCaaS is cloud-based and hosted in multiple geographically redundant data centers, making it a highly reliable solution. In the event of one data center failing, the service switches to another while maintaining availability and reliability. Additionally, the majority of CCaaS providers guarantee 99.999% uptime, ensuring minimal risk of downtime.

Cloud-based and on-premises contact centers differ in both infrastructure and management. A cloud-based contact centers hosted by a third-party provider, handling all necessary technology and resources online. In contrast, on-premises contact centers require organizations to maintain all technology within their own facilities, providing complete control over the system. Due to the high operational costs associated with on-premises contact centers, many organizations look to cloud-based solutions as a more affordable and flexible option.

MetTel’s CCaaS solution utilizes Artificial Intelligence to enhance customer experience. AI-powered bots for voice and digital interactions provide intelligent, conversational, and natural language interfaces to instantly respond to customers. MetTel guarantees reliability ensuring you have global call quality with 100% uptime for consistent customer service without interruptions.
Our solution includes advanced analytics tools allowing users to transcribe and analyze customer interactions to gain actionable insights. MetTel’s uses only US-based support and onboarding staff which are available 24/7/365 to offer assistance in the event of any issues.

CCaaS deployment begins with understanding your organization’s needs, business requirements, and goals. From there, we ensure a seamless transition from on-premises systems or completely new deployment allowing for quick onboarding and integration with existing tools. Throughout the process, our support staff is available to assist every step of the way.

One of the most common CCaaS use cases is customer support and service, where businesses utilize CCaaS to manage inquiries and complaints through multiple communication channels. CCaaS is also commonly employed for sales and lead generation, enabling organizations to conduct automated outbound call campaigns and lead management processes. CCaaS is also used for IT and Helpdesk support, managing internal and external support requests and allowing for remote troubleshooting through voice, video, and chat support. CCaaS systems feature prebuilt integrations with CRMs and EHRs, giving agents immediate access to critical information. This seamless integration enhances the efficiency and effectiveness of customer interactions.

The cost of CCaaS solutions varies based on several factors, including the provider, features, and pricing structure. For tailored pricing information, contact MetTel support to get a quote based on your specific requirements and usage.