CCaaS, or contact center as a service, is a cloud-based platform that provides a company’s contact center capabilities, such as call routing, queues, agent desktops, and reporting, as a subscription.
Why it matters
Many contact centers run on a CCaaS platform, so an AI agent has to work with it: receiving calls from it and handing callers back to it when a person is needed.
What it looks like
A call arrives through the company’s CCaaS platform and the AI agent handles it, and when the customer needs a person, the call goes back to the right queue in the same platform with the context attached.
Related terms
Contact center · Human handoff · CRM integration · IVR (interactive voice response)