According to analysts, Contact Center as a Service (CCaaS) vendors provide services to companies and organizations that aim to improve the way they manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective.

CCaaS technology is now the go-to for most organizations that have customer facing teams, customer service agents, and require technology to assist in meeting advanced digital requirements and improve customer experiences. Many organizations are looking to either consolidate tools or move to a cloud-based solution as part of their overall technology stack.

These cloud-based solutions provide customer communications without requiring the traditional on-premises hardware investment. CCaaS providers can help your organization streamline interactions including inbound and outbound voice calls, web chats, text messages, and messages from social media platforms. By bringing together these multiple channels into a single solution companies can focus on improving efficiency, gaining visibility into performance, and orchestrating a better customer experience. Many vendors offer comprehensive solutions and a breadth of functionality to provide positive experiences for customers and employees alike.