Communication

CCaaS

Cloud contact-centre software bringing calls, chat, email and WhatsApp into one agent workspace.

CCaaS (Contact Center as a Service) is cloud software that runs a full customer contact centre — calls, WhatsApp, chat, email — in one agent workspace, with queues, routing, recording and analytics. Combined with AI, routine contacts are handled automatically and agents see a unified history of every customer.

Related Communication terms

Drip Campaign

An automated sequence of messages sent over time to nurture a lead or customer.

Bulk SMS

Sending large volumes of SMS — alerts, OTPs, offers — through a provider or API.

RCS Messaging

Upgraded business texting with verified branding, images, carousels and buttons in the native SMS inbox.

Virtual Number

A cloud phone number that routes to any device, with full call tracking and recording.

Click-to-Call

A button that instantly bridges a website visitor and an agent in a recorded, number-masked call.

Number Masking

Connecting two people by phone without either seeing the other's real number.

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