What is CCaaS? And why is it transforming the Call Center sector?
Colombia, January 2026 – Waiting long minutes to be served, repeating the same problem over and over, and feeling like no one has the full context is the biggest challenge of today’s service and one of the main frustrations for customers. In an environment where immediacy is the norm, offering seamless, continuous, and personalized service has become a key competitive differentiator for companies. Meeting this challenge requires more than just adding contact channels; behind this experience lies a technological layer that integrates calls, video, and chats on a single cloud platform, allowing the conversation to flow without interruption. This model, known in the industry as Contact Center as a Service (CCaaS) and supported by Unified Communications as a Service (UCaaS), eliminates traditional silos and transforms the call center into an integrated system capable of supporting the customer from beginning to end.
This market is advancing rapidly, driven by the need for upgrades and modernization, according to data from the consulting firm MarketsandMarkets. However, companies face a contradiction: although they are investing more in technology, customer satisfaction is not always improving. According to Forrester’s 2025 CX Index, 21% of global brands and 25% of US brands have seen their service quality decline, putting pressure on companies to adopt truly comprehensive solutions.
Synergy between talent and technology
To overcome this obstacle, Fernando Riedel, voice and collaboration product specialist at Cirion Technologies, points out: “The solution goes beyond software: it involves transforming experience centers into true high-productivity hubs. This is achieved by combining human talent with AI agents that, unlike traditional bots, have the real ability to make decisions. However, this intelligence, which must assist both the customer and the employee, is only viable if it is supported by a sufficiently agile and secure data center, cloud, and connectivity infrastructure.”
These Virtual Agents, designed to reason and act autonomously, represent one of the fastest-growing segments in the industry. According to MarketsandMarkets projections, this market will grow at an annual rate of 46.3% until 2030. Their implementation aims to resolve complex problems instantly instead of providing pre-programmed responses. Their impact is clear: they allow for the resolution of queries on the first contact, reduce unnecessary call transfers, and prevent user frustration.
Leading platforms like Zoom have already integrated this technology with impressive results in their customer experience operations. One notable example is a company that, after adopting these tools, reduced call abandonment by 90%. Furthermore, their internal reports indicate that wait times dropped dramatically from 20 minutes to less than 2, setting a new standard for efficiency.
Global Infrastructure Leadership
Regarding the technical foundation that makes these results possible, Riedel elaborates: “For this artificial intelligence to function in real time, an extremely robust digital highway is required. In this respect, the Center for Applied Internet Data Analysis (CAIDA) ranking places our network first globally among Tier 1 providers. We have approximately 105,000 kilometers of our own network and connections to more than 160 data centers, guaranteeing the low latency necessary for voice and video applications to operate with the agility that the market demands.”
The future of experience centers points to a hybrid model where technology enhances human talent rather than replacing it. Tools like AI Expert Assist now guide agents in real time, allowing them to focus on empathy and effective problem-solving while information is being processed. This convergence is the definitive strategy for closing the satisfaction gap and maintaining customer loyalty in a demanding environment.
Fernando Riedel
Voice & Collaboration Product Specialist
Cirion Technologies
