Contact centers aren’t new, but the pandemic and modern contact center as a service (CCaaS) providers are redefining them. It’s a highly innovative sector, and organizations of all sizes have benefited from new features and capabilities they didn’t know they needed.
CCaaS is a cloud-delivered suite optimized for managing conversations with customers. CCaaS solutions can track, route, and report various types of interactions, while some solutions piece together a complete view of the customer lifecycle or journey. The most common implementations support inbound inquiries from customers. But you can use CCaaS for numerous purposes, including outbound interactions and other use cases involving employees, partners, and prospects.