Contact Center as a Service (CCaaS)
Modern, scalable CX without the hardware hangover
Activate a fully-featured cloud contact center that adapts to your business needs. ClearTouch CCaaS offers omnichannel engagement, agent-assistive AI, real-time analytics, workforce management, list management services, and enterprise-grade security, all backed by our 24/7 support and guidance throughout every transition.
Request a Demo View DemoWhat is Contact Center as a Service (CCaaS)?
Contact Center as a Service (CCaaS) is a cloud-based contact center platform you subscribe to monthly or annually on a pay-as-you-go model.
It centralizes customer interactions across voice and digital channels without on-premise hardware or long deployments. You get the core building blocks of CCaaS, which include IVR, routing, AI-assist, workforce tools, analytics, and security, delivered over the Internet and administered through a simple web console.
CCaaS is often compared with UCaaS. Let us look at the difference between them here.
CCaaS vs. UCaaS
- CCaaS: It is designed for customer-facing, high-volume interactions that encompass IVR, intelligent routing, quality assurance, and workforce management across various channels.
- UCaaS: It is designed for internal collaboration, featuring voice, video, and messaging for employees, and is sometimes paired with CCaaS.
Why Businesses Should Switch to CCaaS?
Lower upfront costs, scaling up and down at the click of a button, distributed and remote operations, and faster improvements accelerate the move towards CCaaS.
Advantages
- Lower Upfront Costs: You can subscribe and start servicing your customers. No more server rooms, desk phones, or skilled workforce to manage the infrastructure.
- Scaling: You can scale up and down your agents and functionality on demand for campaigns or seasonal fluctuations with a single click. No minimum guarantees, no commitments, purely pay-as-you-go.
- Anywhere Operations: Your agents can be located anywhere, making it ideal for distributed and remote operations. All you need is an active Internet connection, access to a browser, and a headset.
- Faster Improvements: You get continuous updates without disruptive upgrades. No more new subscriptions or additional investments.
With ClearTouch, you get migrations with hand-held onboarding, 24×7 live support, and training until every supervisor is comfortable. This is the reason why our customers stay, and we haven’t had a churn in the last eight years of operations in India.
Learn how we helped a leading bank migrate to our CCaaS with ease
Omnichannel CX and Integrations
Serve customers on voice, email, chat, messaging, and social without channel silos. You get a single view of your customers, consistent workflows, and unified reporting across touchpoints.
With its open API architecture, you can easily integrate our CCaaS into your CRM and service stack, including Salesforce, Zoho, HubSpot, Zendesk, Freshdesk, and more. Your agents work on a single interface, and activities auto-log easily.
Workforce Management and Real-Time Analytics
You can staff precisely and improve consistency across teams through forecasting, auto-scheduling, adherence, and quality evaluations.
With our analytics, you can act in the moment with a live dashboard that tracks queues, handling times, outcomes, and sentiment.
Intelligent Routing and Agent-Assistive AI
Drag-and-drop IVR flows, data-dip routing, and real-time rules that ensure the right conversation reaches the right agent.
Your agents perform like seasoned pros through our AI agent-assist that includes live transcripts, sentiment signals, whisper/barge, and configurable coach cards.
Security, Privacy, and Compliance
We operate with enterprise-grade data protection and adhere to global and India-specific regulations that contact centers rely on. We are compliant with SOC 2, HIPAA, PCI-DSS, STIR/SHAKEN process, FDCPA, Reg-F, and DoT/TRAI guidelines.
Check out our whitepaper on everything you wanted to know about cloud contact center
CCaaS Use Cases Across Industries
Customer Support & Care: Omnichannel support with AI-assisted triage and next-best actions for higher FCR.
Sales & Collections: Outbound pacing, preview lists, compliance prompts, and script guidance to boost right-party connects.
Operations Helpdesks: Route internal and partner queries with SLAs and knowledge-assisted responses.
Regulated Industries: Health, BFSI, and telecom workflows mapped to verification and disclosure checkpoints with audit-ready logs.
Selecting the Right CCaaS Vendor: Key Checklist
- Open APIs & Integrations: Does your CCaaS provider offer open APIs to integrate with CRM and other systems? Does it have any pre-built integrations?
- Customizable Workflows: Does your CCaaS provider offer customization of workflow as a part of the implementation?
- Intelligent Routing: Does your CCaaS provider offer intelligent routing capabilities?
- Scalability: How easy is it to scale up and down the number of agents and functionality on your CCaaS platform?
- Pricing Flexibility: Is the pricing truly pay-as-you-go, or are there any fixed components and minimum commitments?
- Compliance & Security: Is your CCaaS provider compliant with industry standards and regulations, such as HIPAA, GDPR, and PCI-DSS?
- Reliability & Redundancy: Does your CCaaS provider offer redundancy and automatic failover? Do they handle patch upgrades and security vulnerabilities?
- Omnichannel Integration: Are all the channels offered by your CCaaS provider integrated to provide you with a single view of your customers?
Frequently Asked Questions
A traditional call center relies on on-premise telephony and servers you install and maintain. CCaaS delivers the same (and more) capabilities from the cloud, which are faster to launch, easier to scale, and continuously updated.
1. CCaaS: Customer-facing interactions (IVR, routing, analytics, QA, WFM).
2. UCaaS: Internal communications (voice/video/meetings/chat for employees).
3. CPaaS: Developer building blocks (APIs/SaaS components) to embed calling/messaging into your own apps.
Both SMEs and enterprises can use CCaaS. SMBs gain access to enterprise-grade tools without CapEx; enterprises benefit from scale, security, and global operations. ClearTouch lets you start small and expand by team, site, or program.
Yes. ClearTouch integrates with leading CRMs and helpdesks (Salesforce, Zoho, HubSpot, Freshdesk) as well as data/BI tools and other systems via APIs and webhooks, ensuring auto-logging, screen pops, and synchronized reporting.
Absolutely. You get AI-assisted routing, live transcripts, intent/sentiment cues, agent assist coach cards, knowledge surfacing, and workflow automation. These speed up handle times and improve first-contact resolution.
Yes. ClearTouch applies enterprise controls (encryption in transit/at rest, role-based access, audit logs) and aligns with standards such as SOC 2 and PCI-related safeguards. For regulated workflows (e.g., healthcare/BFSI), we support compliance features and policies as per your business needs.
We minimize, encrypt, and govern access to customer data. Admins control retention, recordings, redaction/masking, export, and deletion, while all access is logged and tracked. We comply with applicable privacy laws and offer region-specific configurations.
CCaaS supports voice, email, chat, SMS/WhatsApp, and social messaging. You can start with voice and add channels as your volumes grow, while keeping unified routing, reporting, and customer profiles.
What if our agents are remote or work in a hybrid setting?
Agents only need an active Internet connection, access to a browser, and a headset. Supervisors get live dashboards, whisper/barge, QA, and adherence tools to coach distributed teams in real-time.
We have migrated customers within 24 to 48 hours. Having said that, we employ a phased approach that includes discovery, pilots, parallel runs, and cutover. We mirror your queues and IVRs, validate integrations, train supervisors/agents, and go live with hand-holding to minimize disruption to near-zero levels.
No. We port your DID/toll-free numbers into ClearTouch and map them to new queues/IVRs during the pilot so you cut over cleanly.
Agents can fail over to backup connectivity (mobile hotspot or alternate ISP). You can also enable remote agents in unaffected locations; calls continue to queue and route.
Yes. Forecasting, auto-scheduling, adherence, scorecards, and calibrations are part of the standard offering, with options to deepen QM/WFM if you run large or multi-program operations.
Can we customize the IVR and routing without IT?
Yes, you can use drag-and-drop flows, data dips (for priority or VIP treatment), and schedule-based rules. You can roll out changes instantly with no maintenance windows.
You receive real-time reports on AHT, SLAs, FCR, sentiment, QA, agent/team performance, and campaign outcomes across all channels. You can export to your BI stack or push via APIs.
Preview/progressive dialing, dispositions, and consent management are built in. Caller ID policies, DNC suppression, and India-specific DoT/TRAI guidelines are supported. Your policies and scripts can enforce required disclosures.
Admins can set per-queue policies, such as record/no-record, pause/resume on sensitive fields, and automatic redaction for PANs or PHI. AI-generated transcripts help with coaching and compliance reviews.
Most teams launch within 24 to 48 hours. However, you scale production in weeks, depending on the scope of integrations, number porting, and training.
You pay as you go. You pay for only what you use, with optional add-ons like advanced analytics, WFM depth, voice bots, and recording storage. You don’t have to grapple with heavy capital expenditures, and you can scale seats up or down as needed.
Yes. We train supervisors and agents before cutover and stay available after go-live. Support is 24×7 via voice, email, and WhatsApp with real humans, not just a ticket queue. This is one of the reasons we haven’t experienced customer churn in the last eight years.
We can discuss region-aware configurations and retention policies during the scoping process. Tell us about your data sovereignty and audit requirements; we’ll align our architecture and controls.
Customers typically see faster speed-to-answer, lower AHT, higher FCR/CSAT, and better occupancy/adherence. Real-time visibility means you fix issues the same day, not at month-end.