Contact Center as a Service (CCaaS) is a subset of UCaaS where call and contact center functions and capabilities are delivered as a service and paid for on a monthly subscription model. CCaaS features include inbound and outbound communication channels such as voice, email, web chat and social media integration, as well as robust reporting capabilities to measure agent productivity and schedule forecasting. Machine learning and Artificial Intelligence (AI) are rapidly becoming a core component of next-generation contact centers to enhance customer service by providing quick answers to FAQ without needing a live agent.