Contact Centre as-a-Service (CCaaS) – What You Should Know

Looking for a flexible option for your contact centre’s infrastructure, that can be deployed quickly and costs you less? A Contact Centre as a Service (CCaaS) solution is for you! In this post we look at the key features and benefits of a CCaaS solution.

What is it?

Contact Centre as a Service, or CCaaS, is a cloud-based contact centre infrastructure solution where the provider invests in and hosts the expensive hardware needed to run a contact centre. They then rent this to their customers at a drastically reduced cost due to the economies of scale. The solutions can also be customised to fit alongside or on top of existing hardware and infrastructure.

What are the benefits?

Due to its nature, CCaaS has a range of benefits compared to owning your own infrastructure on-premise:

  • The assets are managed for you
  • You always have the latest technology available
  • Little upfront cost
  • Pay by usage rather than a static cost
  • Can integrate with existing technology instead of replace

Some common misconceptions:

Q. Will I lose control because I don’t own the assets?

A. No, access rights that are agreed upon ensure that you can do exactly what you want to, while the rest is managed conveniently by the provider.

Q.  Does being on the cloud mean security is at risk?

A. Absolutely not, there are strict security guidelines that need to be adhered to. Due to the nature of their business, looking after multiple customers, cloud service providers have to constantly be up-to-date with security.

Q. Pay by usage? My centre is high-volume, I don’t want to pay more than if I owned the infrastructure myself!

A. Remember to look at the total cost of ownership. With a CCaaS solution you don’t pay huge upfront costs to install and implement the capital, don’t have to pay for licenses that are based around maximum capacity and don’t have to pay large annual maintenance fees linked to equipment regardless of usage. Even without these, the economies of scale achieved by cloud service providers means you can be offered a more-than-competitive rate.

Veridian Solutions are a premium CCaaS provider – contact us if you are interested in discussing our range of solutions. 

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