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Contact Centre as a Service: What does the New Year Have in Store?


Understanding CCaaS

The concept of Contact-Centre-as-a-Service (CCaaS) has been attracting businesses for a few years. With the changes caused by the pandemic, this service seems to have gained more momentum.

How a company addresses its customers’ concerns is a big priority to the modern-day buyer. The wide-spread access and availability of mobile devices have also established high standards of what consumers expect from today’s businesses.

As cloud-reliant call centre services become prominent, traditional call centres that operated out of a physical location, dependent entirely on extensive hardware installation are becoming siloed.

CCaaS solutions, although similar to conventional contact centres in principle, help in managing call volumes and support services more intelligently. Some primary features that make CCaaS stand out are:

  • Integration of smart Interactive Voice Response (IVR)
  • Quick scalability
  • AI-enabled chatbots that help customers self-navigate through common issues
  • Call routing on a global scale
  • Enhanced cybersecurity for customer data
  • Easier data access for support agents

Future of CCaaS

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

1. Self-service 

The number of customers that prefer self-service options for query redressals is increasing on a daily basis. Some cloud contact centre features that are driving customer support into a more independent future include virtual agents, chatbots, customer service analytics, etc.

Today, a significant portion of buyers prefer interacting with automated chatbots that can address simpler, routine queries and help in automating menial tasks.

For the more complex queries, these self-service tools effectively route calls and provide the needed human touch.

In case a chatbot is not able to resolve a concern, it can connect the customer to a human agent on the same chat. This allows for most issues to be resolved without involving call-based one-on-one interaction thereby reducing employee burden and making customers feel independent.

2. IVR and AI 

  • IVR 

The Interactive Voice Response feature lets customers explore different service offerings of a contact centre. Voice-enabled support helps enhance customer experience as it offers a sense of personal touch.

If a business has additionally been focusing on building a cloud contact centre, IVR systems can also then be made capable of tweaking the interactions based on their past purchases.

The IVR system can also be coupled with an Automatic Call Distributor (ACD) feature. ACD allows for agents to access caller information and history before a call is routed. This enables efficient call routing and more relevant interactions.

  • AI 

Artificial Intelligence is gradually helping businesses cut down the energy, time and money invested in hiring and training the human workforce by taking over several menial, and even important tasks.

A lot of employee burden has been reduced as AI-enabled systems have become capable of replacing humans in different business operations.

In a survey by Analytics Insight, over 80% of the respondents anticipate that their business will incorporate AI in its operations in one or more ways by the year 2025.

 3. Shifting to the cloud  

As the world’s shift to virtual services expands, offices are now switching to cloud call centres. In addition to saving costs by cutting down on the infrastructural expenditure that a physical contact centre demands, cloud contact centres let support agents interact with concerned callers from even remote locations.

Additionally, modern cloud contact centre software allows businesses to store large amounts of customer data securely while providing easy access to agents and company employees.

Cloud services also offer a much greater level of scalability during times of growth. They eliminate the need for installing cumbersome hardware systems, making the experience of customer service more seamless and effective.

4. Omni-channel communication 

Omnichannel solutions are the talk of the business town. Using tools to analyse customer behaviours and discover which communication channels are preferred the most by callers, businesses are now working on hyper-personalising their service offerings.

Reaching buyers and prospective audiences via different sources such as social media, text messaging, instant messaging etc., allows consumers to feel a greater sense of independence.

Brands can utilise the benefits of omnichannel solutions and target consumers right where they are, allowing for better chances of customer retention in the longer run.


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

As virtual workspaces become more reliant on cloud systems for storing data and remote handling of operations, CCaaS will help brands strive for improved business efficiency and a more seamless customer experience.

To know more, contact us at 1800-120-4132

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