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Understanding CCaaS

The concept of a contact center as a service (CCaaS) has captivated businesses for a few years now. With the changes caused by the pandemic, this service seems to have gained momentum.

How a company addresses the concerns of its customers is a high priority for today’s buyer. The widespread availability and accessibility of mobile devices has also set high standards for what consumers expect from today’s businesses.

As cloud-based call center services become more prominent, traditional call centers that operate outside of a physical location. It depends entirely on a large-scale hardware installation will become more prominent.

CCaaS solutions, while essentially similar to traditional contact centers, help manage call volumes and support services more intelligently. Some of the key features that stand out in CCaaS are:

  • Integration of Smart Interactive Voice Response (IVR)
  • Fast scalability
  • AI-enabled chat robots that help customers navigate common problems
  • Call forwarding on a global scale
  • Enhanced cyber security for customer data
  • Easier access to data for support agents

The future of CCaaS

As technology continues to evolve and expand its global presence, below are some of the trends that will dominate the future of CCaaS.

  1. Self-service

The number of customers who prefer self-service options to improve their query is growing every day. Some of the features of the Cloud Contact Center that will lead to a more independent future for customer support include virtual agents, chat robots, customer service analytics, and more.

Today, a significant proportion of buyers prefer to communicate with automated chat robots. This can handle simpler routine queries and help automate trivial tasks.

For more complex queries, these self-service tools efficiently direct calls and provide the necessary human touch.

If the chat robot can’t resolve the issue, it can connect the client to a human agent in the same chat. This allows most problems to be solved without call-to-call communication. Thus reducing the workload of employees and making customers feel independent.

  1. IVR and AI


The interactive voice response feature allows customers to explore the various services offered by the contact center. Voice support helps improve the customer experience by providing a sense of personal touch.

If the company is also focused on building a cloud contact center, IVR systems can also enable interactions based on their past purchases.

The IVR system can also be connected to the Automatic Call Distribution (ACD) feature. ACD allows agents to access caller information and history before forwarding a call. This allows for efficient call forwarding and more relevant communication.


Artificial intelligence helps companies to gradually reduce the energy, time and money invested in hiring and training their workforce, taking over a number of insignificant and even important tasks.

The workload of staff has been significantly reduced as AI systems have become able to replace people in various business operations.

In the Analytics Insight survey, more than 80% of respondents expect their company to incorporate artificial intelligence into its activities in one or more ways by 2025.

  1. Switching to the cloud

As the global transition to virtual services expands, offices are now moving to cloud call centers. In addition to cost savings by reducing the infrastructure costs required by a physical contact center, cloud contact centers allow support agents to communicate with relevant callers even from remote locations.

In addition, state-of-the-art cloud contact center software enables businesses to securely store large amounts of customer data while providing easy access to agents and employees.

Cloud services also offer much greater scalability during the growing season. They eliminate the need to install cumbersome hardware systems, making the customer service experience smoother and more efficient.

  1. Omni-channel communication

Omnichannel’s solutions are the talk of a business town. Using tools to analyze customer behavior and find out which communication channels callers prefer, companies are now working to highly personalize their service offerings.

Reaching out to buyers and potential audiences through a variety of sources (e.g. social media, text messaging, instant messaging, etc.) will allow consumers to feel more independent.

Brands can take advantage of omnichannel solutions and target consumers exactly where they are, providing better customer retention in the long run.


The future of contact centers is the transition to CCaaS. Transforming contact centers into cloud contact centers is a change that all businesses will have to adopt sooner or later.

Because virtual workspaces rely on cloud systems to store data and manage operations remotely, CCaaS helps brands strive for business efficiency and a smoother customer experience.

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