What is Contact Centre as a Service (CCaaS)?

Contact Centre as a Service (CCaaS) is cloud-delivered contact-centre infrastructure — call routing, telephony, IVR and omnichannel handling — provided as a subscription rather than on-premise hardware.

CCaaS platforms handle the plumbing of customer contact. QA is sometimes bundled as a module, but many teams pair their CCaaS with a best-of-breed QA layer for deeper scoring, compliance and coaching.

QUALICORE is platform-agnostic: it works alongside any CCaaS, adding AI Auto-QA, a compliance score and coaching ROI without replacing your telephony.