First off, CCaaS stands for Contact Center as a Service. As you may know “_____ as a Service” generally refers to a cloud-based or hosted type of solution. One where the core components and heavy lifting are done by the service provider in their datacenters/cloud. And where you and users get the benefit of easy access and reasonable operational costs, but not the burden of specialized labor, vendor maintenance, and large capital expenditures. "as a Service" can be particularly beneficial in the contact center world. Now, a Contact Center is a business or a business division, within an organization, that manages most or all customer interactions. These business units use various types of highly advanced interacting and integrated technologies to help resolve customer issues quickly, to track customer engagements, and to capture interaction and performance data. For our purposes, we will refer to Contact Center, or CCaaS, as the set or sets of software and systems that are used to run said business or business division. Many CCaaS providers can scale from 3, 4, or 5 agents to thousands all on the same platform. The best CCaaS providers won’t limit the capabilities of the platform for smaller businesses, however, those smaller businesses may not have the expertise to handle all of the platform features. In cases where that may be needed, consider Business Process Outsourcing (BPO). Most CCaaS solutions today include their own voice “channel” or telephony and do not require deep integration to an existing phone system or hosted voice solution. They can be a very simple overlay to what is already present.