Contact Center as a Service
Contact center. Reimagined.
CCass brings every channel, every agent, and every conversation into one intelligent command center — powered by AI, built for scale.
Real-time
AI-powered analytics
One platform.
Every conversation — captured.
CCass eliminates the gap between customer interactions and business intelligence. From the first ring to the final transcript, nothing falls through.
100%
Call capture with searchable transcripts
AI-native
Quality analysis on every call
Real-time
Dashboards and sentiment scoring
Platform Pillars
Built for every dimension of modern CX operations
Six integrated pillars power CCass — each one deep enough to replace a standalone tool, seamless enough to work as one.
Omnichannel Engagement
Voice, digital, and blended interactions unified under one routing engine with true ACD and skill-based queuing.
Predictive Dialing Engine
True predictive and parallel dialing that maximizes agent talk time while eliminating idle gaps and dropped connections.
AI Intelligence Layer
QA AI, speech analytics, and sentiment analysis that score every call automatically — no manual review required.
Recording & Compliance Vault
Shield customer phone numbers in marketplaces, logistics, and on-demand platforms without losing call quality.
Workforce & Performance
Real-time dashboards, agent monitoring, call whispering, and full WFM to keep teams performing at their peak.
Integrations & Infrastructure
CRM integrations, SIP trunking, and a smart IVR builder that connects CCass to your existing business systems.
Platform Deep Dive
See what powers CCass
AI Intelligence
Real-Time Analytics & AI QA
Every call scored. Every sentiment captured. CCass’s AI layer runs continuous quality analysis across 100% of your volume — no sampling, no guesswork.
- Real-time dashboards with live call metrics
- AI Quality Analysis on every interaction automatically
- Speech analytics with sentiment scoring per conversation
- Agent performance KPIs updated in real time
- Customer journey tracking across touchpoints
Workforce
Agent Monitoring & Workforce Management
Full visibility over every agent — live status, call whispering, performance scores, and WFM scheduling — from a single supervisor console.
- Live agent status and real-time call listening
- Call whispering and barge-in for live coaching
- AI-scored performance with auto-generated QA reports
- Workforce management for scheduling and forecasting
- After-call work tracking and wrap-up analytics
Routing Engine
Smart IVR & Intelligent Routing
Design complex call flows visually and let ACD route every interaction to the best available agent — based on skill, availability, and customer history.
- Drag-and-drop Smart IVR builder with no-code flows
- Auto Call Distribution with skill-based routing (inbound & outbound)
- Estimated wait time announcements and virtual callback
- Customer journey tracking for context-aware routing
- SIP trunking for flexible carrier connectivity
Outbound
Predictive Dialer & Campaign Management
True predictive and parallel dialing engines that connect agents only to answered calls, maximizing productivity and revenue per agent hour.
- True predictive dialer that learns and adjusts dial rates dynamically
- Parallel predictive dialing for maximum throughput campaigns
- Campaign management with real-time progress and pacing
- Automated callback management for missed and dropped calls
- CRM integration to sync contact dispositions automatically
Compliance & Intelligence
Speech Analytics, Transcripts & Vault
Every word spoken is captured, transcribed, and analyzed. CCass’s compliance vault makes audits effortless and QA continuous — not periodic.
- 100% call capture with searchable, timestamped transcripts
- Speech analytics with topic detection and sentiment scoring
- Compliance-ready encrypted storage for regulatory audits
- AI-powered quality analysis — full volume, zero sampling
- Keyword spotting and call categorization at scale
Complete Feature Set
Everything in CCass
20+ purpose-built modules — each one enterprise-grade, all of them working together.
Omnichannel Contact Center
Voice, chat, and digital — unified under one platform.
True Predictive Dialer
Dynamic dial pacing that maximizes agent talk time.
Smart IVR Builder
Visual no-code flow design for any call scenario.
Call Recording & Vault
100% capture with encrypted, compliance-ready storage.
Searchable Transcripts
Find any moment in any call, instantly.
CRM Integrations
Sync with Salesforce, Zoho, HubSpot, and more.
SIP Trunking
Flexible carrier-grade connectivity built in.
Parallel Predictive Dialer
Simultaneous multi-line dialing for peak outbound efficiency.
Estimated Wait Time
Transparent queue information with callback offers.
Real-Time Analytics
Live dashboards for calls, queues, and agent KPIs.
Agent Performance Monitoring
Real-time scores, status, and live call visibility.
AI Quality Analysis
Automated QA scoring on 100% of call volume.
Call Whispering & Monitoring
Live coaching and barge-in for supervisor control.
Workforce Management
Scheduling, forecasting, and adherence tracking.
Auto Call Distribution
Smart queue management with priority routing logic.
Skill-Based Routing
Match every caller to the best-fit agent, every time.
Callback Management
Virtual hold with intelligent callback scheduling.
Customer Journey Tracking
Full context across channels for every customer.
Speech Analytics & Sentiment
Emotion detection and topic analysis at scale.
Campaign Management
End-to-end outbound campaign control and reporting.
Not a feature list.
A complete operating system for CX.
CCass replaces fragmented point tools with one integrated platform — giving your teams the intelligence, control, and speed they need to deliver exceptional experiences.
Ready to transform
your contact center?
Talk to our team and get a personalized walkthrough of CCass for your operations.