CCaaS, contact center as a service, is a cloud-based customer service platform. These centers are entirely hosted and managed by the provider on an offsite data center.
Interest in this technology is growing mainly because it is cheaper and faster to implement and maintain than a traditional contact center.
The average cost of setting up a traditional contact center is around $15,000. Whereas, on average CCaaS solutions cost up to $200/month per agent.
Furthermore, industry research has shown that for every $1 invested in a contact center infrastructure, approximately $2 will be spent on maintenance.
CCaaS reduces these costs because consumers pay for the subscription, which covers installation and maintenance.
Notably, CCaaS solutions can be installed within five weeks (depending on the complexity required). Whereas it takes a traditional contact center approximately three months to become fully set up.
CCaaS is part of the Customer Care Technology meta trend.
61% of customer care leaders report higher call volumes. And 58% of customer service leaders expect volumes to increase further in the next 18 months.
Notably, around half of customer care centers have reported a rise in employee attrition over the last 12 months.
Companies are increasingly turning to technology to battle these problems.
Which is why the market for technologies like contact center software is forecasted to grow 5x in the next eight years.