What is CCaaS and How Does It Work?

CCaaS stands for Contact Center as a Service. It’s a cloud-based platform businesses use to cost-effectively operate a highly reliable, feature-rich call center from anywhere. CCaaS is calling or contact services operated remotely (via the cloud). Businesses purchase seat licenses for agents and supervisors, for sales, support, or other teams, but do not need to buy or maintain hardware or software. Employees can log-in to the system anywhere they have internet access.

What kinds of functionality does CCaaS have?

Today’s CCaaS offerings are rich in features and packages that move the needle in engaging customers and your workforce. Automatic Contact Distribution (ACD) – Routing inbound calls to agents based on caller data, IVR selection, skills or business hours. Interactive Voice Response (IVR) – Simply implement call flows without the need for coding. Advanced Calling Features – Everything you expect from a call center, and more such as: Call and Device Routing, Call Transfers, Auto Transfer, Voicemail, Voicemail with Transcription, Activity Logging, Contact Display, and Call Quality Feedback. Dashboards – Get real-time, live views of agent performance against your key metrics and service level agreements. Mobile Agents – Your agents and reps can handle inbound and outbound calls anytime, anywhere, giving your flexibility with after-hours or part-time staffing options. Workforce Management – Automate agent schedules and optimize your staffing for greater efficiency. Administrative Capabilities – For number provisioning, role-based user permissions and user management, ring group management, and call recording. Omnichannel – Empower your agents to move seamlessly between channels to best serve your customers. Agents engage your customers in a variety of ways: phone, chatbots, SMS text, social media, email, and over popular messaging Apps. Artificial Intelligence – With an AI-powered knowledge base, customers and agents can quickly find the answers they seek. Integration – Streamline communications and information flow across your business by integrating your CCaaS with your CRM platform. CSAT SMS Surveys – Measure CSAT and customers sentiment via SMS and customer mood surveys. Reporting APIs – Gather real-time and historical contact center interaction data, and incorporate it into any reporting systems.

What are the business benefits of CCaaS?

By using a CCaaS, the technology is future-proof, easy to deploy, scalable to your business needs, and maintained by Fusion Connect. Flexibility & Functionality Contact Centers as a Service are future-proof. As technology evolves for AI, Omnichannel, or other new areas, so can your service – helping you stay competitive in your industry. Advanced features can be deployed quickly across your business locations, and having it cloud-hosted means you minimize the risk of disruptions. It’s always-on wherever there is an internet connection. Should call volume increase, you can add agents quickly with licensing, no additional hardware or infrastructure required. Security Benefits Protect your business and customers against data breach with the built-in security features of Fusion Connect CCaaS. These include continuous Intrusion Detection systems, layers of User Authentication and Privilege, internal traffic and server monitoring, and user-controlled data encryption in storage and in transit. Financial Benefits Running your own on-premises contact center means you need to think about not only maintaining equipment, but financing for technology upgrades and future growth. Alleviate the worry and reduce capital expenses by using our hosted service.

Contact Center as a Service Solutions

Fusion Connect - The Contact Center as a Service Provider (CCaaS)

Many businesses are realizing they don’t need to – and shouldn’t – run their own contact/call center. Beyond the expense of creating and maintaining a contact center, they often lag behind the newest features and capabilities. An on-premise platform can be a logistical nightmare to update for your business needs.

As your CCaaS provider, Fusion Connect enables a truly omnichannel customer experience. We offer a comprehensive package of communications services, including Unified Communications as a Service (UCaaS).

Fusion Connect designs your CCaaS platform around your organization’s use cases. We factor in your technical and business needs to optimize costs and performance. Delivering multiple solutions: from a base-level Professional platform to an Advanced solution that gives world-class performance.

Alicart loves Fusion Connect's Contact Center service

“Taking orders using Fusion Connect Call Center during COVID-19 has been sort of a pilot for how a call center might work for our business. We’ve seen that Fusion Connect Call Center can help us do more business and use our resources more efficiently.”

– Phil Dixon, Director of IT, Alicart

Suite-K loves Fusion Connect's Customer service

“Fusion Connect’s Tech Support has been fantastic throughout the entire process… our entire experience dealing with Fusion Connect has just been great.”

– Joseph Pereira, Systems/Network Admin, Suite-K

“Microsoft Teams is one of the fastest growing Unified Communication platforms in the world. Here at Fusion Connect, as a Managed Communication Service Provider, we’ve taken a lead on ensuring that we’re providing our clients, globally, with the best Microsoft Calling services available, through both Operator Connect and Direct Routing.”

- Terry Corder, Vice President Solutions Engineering

Fusion Connect’s CCaaS Portfolio

Our portfolio takes you beyond a basic communications tool.

Business Intelligence & Data.
Our CCaaS includes business intelligence data for productivity and efficiency. This data helps measure team effectiveness and gauge customer satisfaction while containing costs.
Securely Encrypted.
Built-in encryption and monitoring makes security compliance easy to manage. Includes all the features you need to improve your customer experience.
Easy Management & Upgrade.
Because it’s all run on the cloud, the whole system can be deployed and scaled from anywhere. It's continuously updated with new features and has the ability to scale with your business.
Reduce Costs.
Reduce your operational costs, increase flexibility and agility, expand your functionality and security, and achieve superior ROI across your customer service needs.

Powerful CCaaS Features

Add voice and collaboration apps for a complete solution.

3rd Party Application Integrations
See below for a short list of the most popular apps and business tools.
ACD (Automatic Call Distribution)
Receives incoming calls and distribute them to an available agent.
Call Forwarding
Transfer calls to other agents.
Call Recording
Capture your agents’ desktop activity during calls and let synchronized playback of voice and screen recordings provide the context you need to get a complete picture of every customer interaction.
Conference Call
Call conferencing allows you to add guests to a call. A guest can be another agent, a customer/prospect/lead or a manager.
Hunt Groups and Ring All
Link customers using ring groups, which can represent skills, departments, languages, and many other items customized to your business needs.
IVR (Interactive Voice Response)
Allows incoming callers to access info via a voice response system of pre-recorded messages without having to speak to a live agent.
Microsoft Teams Integration
Level up your enterprise by integrating your best-of-breed collaboration solution with a leading end-to-end cloud contact center solution and reduce your total cost of ownership.
Omnichannel (Messaging, SMS, Social Media, Chat)
Engage with customers on their channel of choice, all while personalizing interactions, preserving conversation context, and effortlessly elevating conversations across channels.
Outbound Dialer
Anticipate your customers’ needs and reach out proactively for personalized engagement that drives loyalty and business growth.
Outbound Engagement & Campaigns
Anticipate your customers’ needs and reach out proactively for personalized engagement that drives loyalty and business growth.
Post Interaction Surveys
Create post-call voice surveys in order to obtain reports and analyzable data
Quality Management
Evaluate agent interactions, identify key areas of improvement, and provide agents with actionable feedback to deliver exceptional customer experiences.
Real-time Dashboards
Customize dashboards, set alarms, and share live performance metrics in real-time and motivate teams to deliver the best customer experience.
Real-time and Historical Reporting
Instant view of performance for faster data-driven decisions.
SalesForce Integration
Full contact center functionality inside Salesforce. Deploy for Salesforce, add licenses, and assign user permissions—all without ever leaving Salesforce.
Screen Recording
Flexible inbound and outbound call recording, synchronized playback of voice and screen recordings, and custom storage options.
Voicemail
Routes the call to the voicemail of agents or ring groups you select.

Optional 3^rd Party Integration

Call Flow Creation Tools
Visualize the exact flow structure and outcome for any stage of the customer journey. Create your perfect combination of IVR scripts, menus, routing, and custom options to deliver a seamless customer experience.
AI Chat Bots / Virtual Agents
Modernize the self-service experience with conversational AI.
Workforce Management
Combine powerful AI and automation with an intuitive user experience to help optimize staffing and scheduling decisions, reduce administrative effort, and deliver a better experience for agents.
Business Intelligence
Transform raw data and information into actionable insights in minutes.
DNC & TCPA Compliance
Ensures your customer communication is compliant ready.
Transcriptions (Speech-to-Text)
Convert audio into text transcriptions for easy documentation and reading.