Glossary
Cloud contact center (also virtual contactcenter, hosted contact center and CCaas(Contact Center as a Service) is a contact center solution that is operating based on cloud technology, without any local (on-premise) infrastructure on the user’s side. This is the most advanced call center software solution that uses subscription model for payments and offers some additional features compared to traditional on-premise call center solutions.
Cloud contact center is a logical result of permanent development of contact center solutions. Its main difference from classic on-premise solutions is infrastructure setup. In the case of on-premise solutions, you have to build all the infrastructure, including purchasing hardware, on your own, while cloud contact center has already built infrasturcture that is located in the cloud, so you just have to setup the application on your working PCs and start the work. This is the cost-efficient and flexible solution in the case of scalability and workforce management. Also, cloud contact center software offers some unique features, including powerful integration capabilities and self-service options for customers.
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