CCaaS — run your contact center in one agent workspace
What is Contact Center as a Service?
CCaaS (Contact Center as a Service) is cloud software that lets support and sales teams handle customer conversations across channels, route them to the right agents, and measure the outcomes — without on-premise hardware. Orbit's contact center gives agents one screen for chat, email, and messaging, routes each conversation by skill through digital queues, and lets supervisors watch the floor live and step into a conversation when an agent needs help.
What CCaaS on Orbit includes
| Capability | What you get |
|---|---|
| Unified omnichannel inbox | Chat, email, WhatsApp, and social land in one conversation timeline, with internal team channels beside it so an agent can ask for help and warm-transfer without leaving the inbox. |
| Skills-based routing & queues | Route each conversation to the right-skilled agent through digital queues with SLA targets and overflow rules. Voice and digital share one priority queue. |
| Dispositions & macros | Close every conversation with a consistent, auto-suggested outcome label, and fire a saved macro to reply, tag, and update a conversation in one click. |
| Live wallboards & coaching | Watch active agents, open-conversation load, queue depth, and SLA-at-risk counts in real time, step into a live conversation, and coach from a queue of low-scoring interactions with per-agent scorecards. |
| AI assist | AI auto-suggests dispositions and drafts replies, so agents spend less time on wrap-up and more time on the customer. |
Common use cases
Scale support without more tools
Give a growing team one inbox for every channel instead of a separate app per channel, and keep routing, reporting, and SLAs consistent across all of them.
Blend voice and digital
Let a single agent pick up a phone call and a WhatsApp chat from the same queue, so staffing follows demand instead of channel.
Coach to a clear bar
Score interactions, surface the low ones for review, and give supervisors a live view of the floor to intervene before an SLA slips.
CCaaS — frequently asked
- What is CCaaS?
- CCaaS stands for Contact Center as a Service — cloud-hosted contact center software that routes customer conversations across voice and digital channels to the right agents, with queues, dispositions, reporting, and supervisor tools, and no on-premise hardware to run.
- Does Orbit's contact center handle voice and digital together?
- Yes. Voice calls and digital conversations share one skills-based priority queue, so a single agent can be assigned both from the same routing decision, and supervisors watch voice and digital load on one wallboard.
- Can supervisors monitor and join live conversations?
- Supervisors see active agents, queue depth, and SLA-at-risk counts on a real-time wallboard and can take over reply control on a live conversation when an agent needs backup.
- How does the contact center use AI?
- AI auto-scores conversations for quality, suggests the outcome disposition, and drafts replies agents can edit — reducing wrap-up time while keeping a human in control of every send.
Explore more
One platform for every channel
CCaaS is one pillar of Orbit by Devotel — voice, messaging, email, video, AI agents, and customer data on one platform and one pay-as-you-go bill. Start free, or talk to our team.