Contact Center as a Service (CCaaS)

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xtDirect is a leading business process outsourcing service provider based in Omaha, Nebraska.

CCaaS Pairs Our Technology with Your Agents!

Use our outsourcing center with Contact Center as a Service (CCaaS) technology to increase your sales and exceed customer expectations. xtDirect offers cloud call center services for a range of customer requirements in every industry.

Using cloud-based technology can help you save time and money. Cloud services can be up-sized or downsized based on your requirements. This means that you only pay for what you need. You also do not need to invest in a mega infrastructure in advance for possible growth; which can save you considerable time and money.

What is Call Center as a Service (CCaaS)?

Hosted Managed – Contact Center as a Service with xtDirect

xtDirect has been providing our customers Contact Center as a Service since 2003!

What makes xtDirect different is we offer a Hosted and Managed – Contact Center as a Service solutions.  Thus you can spend your time managing your agents versus learning how to run software!

You also gain the flexibility of being up in days!

What is CCaaS?

Contact Center as a Service (CCaaS) is a cloud-based model for delivering customer support services to businesses of all sizes. CCaaS allows businesses to outsource their customer service operations to third-party providers who offer a suite of contact center services, including voice, email, chat, and social media.

In a CCaaS model, providers take care of the infrastructure, software, and hardware needed to run the contact center. The provider also employs a team of trained agents who are responsible for handling customer interactions on behalf of the client. The client can then access the contact center services via an internet connection, using a web-based interface provided by the CCaaS provider.

The CCaaS model offers several benefits to businesses, including cost savings, scalability, flexibility, and access to advanced features. By outsourcing their contact center operations to a CCaaS provider, businesses can reduce the need for expensive hardware and software, as well as eliminate the need for a dedicated IT team to manage the system. This allows businesses to focus on their core operations and save money on overhead costs.

CCaaS offers businesses the flexibility to scale up or down their contact center operations as needed, without the need to invest in additional hardware or software. This allows businesses to adjust their customer service operations to meet changing demands, such as seasonal spikes or unexpected changes in call volume.

Another benefit of CCaaS is access to advanced features and capabilities that may not be available in an on-premise contact center. CCaaS providers typically offer a range of tools and technologies to enhance the customer experience, such as real-time analytics, automated routing, and personalized messaging.

Simple put, Contact Center as a Service is a cloud-based solution that enables businesses to outsource their customer service operations to third-party providers. This model offers several benefits, including cost savings, scalability, flexibility, and access to advanced features. By leveraging CCaaS, businesses can enhance their customer service capabilities, improve customer satisfaction, and focus on their core operations.

Benefits of Contact Center as a Service (CCaaS)

Benefits of using CCaaS:

  1. Scalability: CCaaS provides businesses with the ability to scale their contact center operations up or down quickly and easily to meet changing customer demands. This is particularly important for businesses with seasonal or fluctuating demand.
  2. Cost Savings: By using a cloud-based solution, businesses can avoid the upfront costs of purchasing and maintaining on-premise hardware and software. CCaaS providers typically charge a subscription fee that includes maintenance, upgrades, and support.
  3. Flexibility: CCaaS platforms offer a wide range of features and integrations, allowing businesses to customize their contact center solution to meet their specific needs. This can include features like automatic call distribution, interactive voice response, and workforce management tools.
  4. Improved Customer Experience: CCaaS platforms allow businesses to provide customers with a seamless and consistent experience across multiple channels. This can help improve customer satisfaction and loyalty.
  5. Analytics and Reporting: CCaaS platforms provide businesses with real-time analytics and reporting, allowing them to track key metrics like call volume, wait times, and agent performance. This data can be used to identify areas for improvement and optimize contact center operations.

Overall, CCaaS provides businesses with a flexible, cost-effective, and scalable solution for managing customer interactions across multiple channels.