Reviewed by Mark Ruggles – CEO, Platform28
Last updated: February 2026
What is CCaaS?
Contact Center as a Service
CCaaS (Contact Center as a Service) is cloud-based contact center software delivered as a subscription service. Instead of purchasing and maintaining on-premise hardware and software, organizations access contact center capabilities through the internet and pay a recurring fee based on usage or number of agents.
Modern CCaaS platforms run in the cloud with AI automation, workforce management, analytics, and integrations built in—unlike traditional on-prem systems that require hardware, manual upgrades, and long deployment timelines.
How CCaaS Works
CCaaS platforms provide all the functionality of a traditional contact center through the cloud. Agents access the system through a web browser or desktop application, while all infrastructure, software, and data are hosted and managed by the CCaaS provider.
Platform28 CCaaS integrates with CRM systems, eligibility databases, ticketing platforms, and telecom carriers to route and resolve interactions automatically.
CCaaS Architecture
All layers hosted and managed by the CCaaS provider. Blue highlight = CCaaS Platform core.
Key components typically included in CCaaS solutions:
- Voice (ACD/IVR) - Automatic call distribution and interactive voice response
- Digital Channels - Email, chat, SMS, and social media support
- Workforce Management - Scheduling, forecasting, and adherence tracking
- Quality Management - Call recording, scoring, and agent coaching
- Analytics & Reporting - Real-time and historical performance data
- Integrations - CRM, helpdesk, and other business system connections
Benefits of CCaaS
Organizations choose CCaaS over on-premise contact centers for several reasons:
- Lower upfront costs - No hardware to purchase or data centers to maintain
- Faster deployment - Go live in weeks instead of months
- Automatic updates - Always have the latest features without upgrade projects
- Scalability - Add or remove agents instantly as business needs change
- Remote work ready - Agents can work from anywhere with an internet connection
- Predictable costs - Monthly subscription vs. unpredictable capex
- Handles seasonal spikes - Scale up during tax season, open enrollment, or policy changes
CCaaS vs On-Premise: Key Differences
| Factor | CCaaS | On-Premise |
|---|---|---|
| Deployment Time | 2-4 weeks | 3-12 months |
| Why it matters | Go live before tax season or open enrollment deadlines | |
| Upfront Cost | Low (subscription) | High (hardware + licenses) |
| Why it matters | OpEx fits annual state budgets better than large CapEx | |
| Maintenance | Provider managed | Internal IT required |
| Scalability | Instant | Requires planning |
| Why it matters | Add 50 seasonal agents in minutes, not months | |
| Remote Work | Built-in | Complex setup |
| Updates | Automatic | Manual upgrades |
Typical ranges based on Platform28 deployments at state agencies and enterprise customers
Who Uses CCaaS?
CCaaS is used by organizations of all sizes across industries, including:
- Customer support teams handling inbound inquiries
- Sales teams running outbound campaigns
- Government agencies serving citizens
- Healthcare organizations managing patient communications
- Financial services firms handling customer accounts
- E-commerce companies providing order support
Platform28 primarily serves state agencies, human services organizations, and regulated enterprises that require secure, high-availability contact center infrastructure.
Real-World Example
A state DMV receiving 12,000 calls per day used Platform28's CCaaS to scale staffing during tax season renewal periods. With active user pricing, they only paid for the 45 agents who logged in daily—not the 80 licensed seats their previous vendor charged for. Result: 44% cost reduction while improving answer rates from 67% to 94%.
CCaaS for Government Agencies
State and local government agencies face unique contact center challenges that CCaaS addresses effectively:
- Seasonal call spikes - Tax season, benefits enrollment, and deadline-driven surges
- Budget constraints - Predictable subscription costs vs. unpredictable capital expenditure
- Remote agent flexibility - Distributed workforce across multiple offices and work-from-home
- Compliance requirements - Call recording retention, CJIS compliance, audit logging
- Constituent expectations - Citizens expect the same service quality as private sector
Common government CCaaS use cases:
- SNAP eligibility status calls
- DMV appointment scheduling
- Unemployment claim updates
- Healthcare enrollment support
- Hosted voicemail fallback for state employees
Platform28 serves government agencies including Georgia DHS, DFCS, DDS, and the Governor's Office of Constituent Services. Our 99.999% uptime SLA and SOC 2 Type II certification meet government reliability and security requirements.
Platform28: Enterprise CCaaS
Platform28 is a CCaaS provider serving organizations since 2001. Our cloud contact center platform includes omnichannel communication, AI-powered quality management, workforce management, and 99.999% uptime SLA.
Key differentiators:
- Active user pricing - Only pay for agents who actually log in
- 100% proprietary technology - We control the entire platform
- 24-year track record - Serving government agencies since 2001
- FedRAMP-ready architecture - Deployed on FedRAMP-Moderate AWS and FedRAMP-High Google Cloud infrastructure
- Hosted voicemail integration - Unified voicemail for state employees
- Deep integrations - Connect with workforce tools like Assembled
- Hands-on partnership model - Direct access to Platform28 engineering teams
- Transparent pricing - Published rates, no surprise fees
Frequently Asked Questions
What does CCaaS stand for?
CCaaS stands for Contact Center as a Service. It refers to cloud-based contact center software delivered as a subscription service rather than installed on-premise.
What is the difference between CCaaS and on-premise contact centers?
CCaaS is hosted in the cloud and accessed via the internet, while on-premise contact centers require purchasing, installing, and maintaining hardware and software at your location. CCaaS offers lower upfront costs, faster deployment, automatic updates, and easier scalability.
How much does CCaaS cost?
CCaaS pricing typically ranges from $50-250 per agent per month, depending on features and vendor. Platform28 offers transparent pricing starting at $45/agent/month with no hidden fees or long-term contracts required.
Is Platform28 CCaaS FedRAMP-ready?
Yes, Platform28 is FedRAMP-ready with services deployed on FedRAMP-Moderate AWS and FedRAMP-High Google Cloud infrastructure. We are SOC 2 Type II certified and serve state agencies including Georgia DHS, DFCS, and DDS.
How does CCaaS pricing compare to license-based pricing?
Traditional license-based pricing charges for every seat whether used or not. Platform28's active user pricing only bills for agents who actually log in each month. For organizations with seasonal staff or variable schedules, this typically saves 30-50% compared to named-seat models.
Can Platform28 integrate with Genesys, Talkdesk, or legacy systems?
Yes, Platform28 supports integrations with existing systems including CRM platforms, eligibility databases, workforce management tools like Assembled, and can migrate from legacy contact center platforms. Our API-first architecture enables custom integrations as needed.
How long does CCaaS deployment take?
Platform28 CCaaS typically deploys in 2-4 weeks compared to 6-12 months for on-premise systems. We handle infrastructure—you configure routing rules, train agents, and go live. Georgia DHS added 60 seasonal agents in 48 hours.
Can CCaaS handle seasonal call volume spikes?
Yes, elastic scaling is a key CCaaS advantage. Add agents in minutes during tax season, open enrollment, or other peak periods. With active user pricing, you only pay for agents who actually log in—not unused licenses sitting idle.
Does Platform28 support hosted voicemail for state employees?
Yes, Platform28 offers hosted voicemail integration for state employees, providing unified voicemail management across departments without requiring separate phone systems.
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