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 ben...

What image pops into your head when you hear “Call Center”… perhaps a large room packed with happy twenty-somethings donning headsets smashed together shoulder-to-shoulder in tiny cubicles?