Contact centre as a service (CCaaS) is a cloud-based delivery model that provides the software, infrastructure and tools needed to manage customer interactions across channels. It eliminates the need for on-premises systems, offering flexibility, scalability and cost efficiency. CCaaS platforms integrate voice, digital, AI and analytics to orchestrate seamless customer and employee experiences.
“Creating exceptional customer experiences is a key differentiator for your company. You can differentiate yourself by using a modern contact centre as a service platform that’s built on open standards and technologies. A cloud platform offers more flexibility and is easier to integrate with systems and services.”
Juergen Tolksdorf
Senior Director ISV and Technology Alliances, Genesys
Enterprises often struggle to adapt to fluctuating contact volumes or seasonal demand. CCaaS enables them to scale resources instantly without major capital investment. Because it’s cloud-native, businesses can expand globally, add new communication channels and update capabilities rapidly — all from a single, unified platform.
Modern consumers expect intelligent, personalised interactions. With CCaaS, organisations can integrate AI-powered tools such as Agent copilot to automate repetitive tasks, predict intent and guide agents in real time. This reduces handle time, enhances accuracy and delivers more empathetic experiences across voice and digital channels.
Traditional contact centres often rely on disconnected systems, leading to fragmented customer journeys. CCaaS unifies voice, chat, email, SMS and social media within one interface. Agents gain full context of each interaction, allowing them to deliver faster, more personalised resolutions — improving first-contact resolution and customer satisfaction.
Maintaining legacy infrastructure drains budgets and limits innovation. CCaaS replaces costly maintenance and hardware with a subscription-based model. Enterprises can reduce total cost of ownership, minimise downtime and keep pace with the latest capabilities through continuous cloud updates and automation.
With built-in workforce engagement management tools, CCaaS platforms empower supervisors to monitor performance, optimise scheduling and provide coaching from anywhere. AI-driven insights improve forecasting accuracy and employee engagement, resulting in better productivity and retention.
Contact Centre as a Service from the Genesys Cloud CX® offering gives enterprises a unified, AI-powered platform to connect every customer interaction, streamline operations and elevate agent performance. Provide seamless, scalable and personalised experiences across every channel — without the limitations of legacy systems.
See how Genesys Cloud CX delivers the future of customer experience with CCaaS. Find out more about Genesys Cloud CX.
