Contact Center as a Service (CCaaS) is a cloud-based solution for managing customer interactions, and it represents the evolutionary endpoint of several legacy technologies.

Let’s explore how each of these technologies evolved into modern CCaaS solutions and how they differ today:

Private Branch Exchange (PBX):

Evolution: Initially, PBXs were manual, requiring human operators to connect calls.

Over time, they became automated, evolving into Electronic Private Automatic Branch. Exchanges (EPABX) and then IP-PBXs, which use Internet Protocol for call transmission.

Difference Today: Modern CCaaS platforms have virtualized these capabilities, removing the need for physical hardware. This allows for easier scalability, integration with other cloud-based systems, and remote agent capabilities.

Automatic Call Distributors (ACD):

Evolution: ACDs started as systems that simply distributed calls among agents. As technology improved, they incorporated features like skill-based routing, time-based routing, and priority routing.

Difference Today: Modern CCaaS solutions integrate ACD capabilities with other communication channels (like chat, email, and social media), AI-driven analytics, and CRM integrations, providing a holistic view of the customer and enhanced routing capabilities.

 Interactive Voice Response (IVR):
Evolution: Early IVRs were basic, offering menu-driven interactions using DTMF tones. With advancements, they began to incorporate voice recognition.

Difference Today: Modern IVRs in CCaaS platforms leverage AI, natural language processing (NLP), and integration with backend systems to provide more personalized, efficient, and intuitive customer self-service options.

Computer Telephony Integration (CTI):

Evolution: CTI began as a way to link computer and phone systems. It provided screen pops with customer information when a call was received.

Difference Today: CCaaS solutions have elevated this by offering deep integrations with multiple business tools, ensuring real-time data syncing and more comprehensive customer views.

Predictive Dialers:

Evolution: From simple auto-dialers that dialed numbers sequentially, predictive dialers emerged, estimating when agents would be available and optimizing call flow.

Difference Today: Modern CCaaS platforms incorporate more advanced algorithms, ensuring better pacing, reducing idle time, and ensuring compliance with regulations (like the Telephone Consumer Protection Act in the US).

Unified Communications (UC):

Evolution: UC consolidated different communication methods (voice, chat, video, etc.) into a single interface, improving collaboration and communication.

Difference Today: CCaaS often overlaps with UCaaS (Unified Communications as a Service) and might be bundled together. They incorporate advanced features like team collaboration tools, document sharing, and video conferencing. In summary, legacy systems were primarily hardware-centric, channel-specific, and lacked integration capabilities. Modern CCaaS solutions are cloud-based, omnichannel, highly integrated, and leverage AI and advanced analytics. They offer greater scalability, flexibility, and insights into customer interactions, providing businesses with the tools they need to offer superior customer experiences in an increasingly digital world.

Choosing the right Contact Center as a Service (CCaaS) is crucial to ensure smooth operations, customer satisfaction, and cost efficiency for your business and offers numerous benefits that cater to modern business needs, making it an increasingly popular choice for companies of all sizes.

According to the Dimension Data 2017 Global Customer Experience Benchmarking Report, businesses that adopt an omnichannel strategy (which is often a core feature of CCaaS solutions) achieve 91% greater year-over-year customer retention rates compared to businesses that don’t.

Ready to get started?

Choosing the right CCaaS requires thorough research and a clear understanding of your needs.
Engage stakeholders, including agents and managers, in the decision-making process to ensure the chosen solution meets everyone’s needs.

Here are some steps and considerations to guide your selection process:

Needs Assessment:

– Identify the size of your contact center (number of agents, volume of interactions).
– Understand the channels you need (e.g., voice, email, chat, social media, SMS).
– List down specific features required (e.g., Interactive Voice Response (IVR), Automatic Call Distributor (ACD), analytics, CRM integrations).

Reliability & Uptime:

– Ensure that the provider guarantees a high uptime, typically 99.9% or better.
– Look for redundancy and failover capabilities.


– Ensure the solution can scale up or down based on your business needs.
– This is particularly important if you have seasonal demands.
– Home grown solutions pose the most threat here, due to the inability for in-house technology engineers to keep up with modern technology, and the fact that companies utilizing this technology probably aren’t investing, innovative, new ways to scale – this should be left to the industry innovators.

Features & Functionality:

– Advanced routing capabilities.
– Omnichannel support.
– Integration with third-party applications and CRMs.
– Reporting and analytics tools.
– Artificial Intelligence (AI) and automation capabilities.

User Experience:

– How intuitive is the agent interface?
– Is the admin dashboard user-friendly?
– Does it offer a good customer experience?

Customization & Integration:

– Determine if the platform can be customized to your business processes.
– Ensure it offers APIs or other integration capabilities, especially if you’re using other business tools.

Security & Compliance:

– Look for encryption, secure data storage, and other security protocols.
– Ensure the provider meets industry compliance standards relevant to your sector (e.g., HIPAA for healthcare, PCI for payment processing).


– Understand the pricing model – is it per agent, per feature, or usage-based?
– Be aware of hidden costs, such as setup or training fees (processing, consumption computing, storage…).
– Consider total cost of ownership including any needed hardware, training, and support.

Training & Support:

– What kind of training and onboarding support does the provider offer?
– Consider the type of customer support (24/7, email, chat, phone) and their reputation in this area.

Vendor Reputation:

– Look for customer reviews, case studies, and testimonials.
– Consider the provider’s history, financial stability, and industry recognition.

Geographical & Language Support:

– If you have a global customer base, does the CCaaS offer support in multiple languages?
– Are their data centers located in regions that are compliant with your data residency requirements?

Proof of Concept or Trial:

– Before making a decision, ask for a trial or a proof of concept to test the system’s capabilities in a real-world scenario.

Contract Flexibility:

– Check the terms of the contract, especially the length, renewal clauses, and exit clauses.

As always, let us know if we can help…. 949-409-6625