What is CCaaS?
Contact Centre as a Service (CCaaS) is a cloud-based solution that allows businesses to access a provider’s contact centre technology on a scalable, pay-as-you-go basis – helping businesses deliver seamless customer service and operations.
Key features of CCaaS
CCaaS ensures businesses have a solution that delivers excellent customer experience and can adapts to their evolving business needs.
1 CCaaS is a cloud-based solution
CcaaS is entirely managed by the provider in an offsite data centre. This means you can access the contact centre from anywhere, eliminating the need for costly hardware and in-house IT teams and supporting a remote/hybrid workforce.
2 Integration of multiple channels
Additionally, CCaaS integrates multiple communication channels such as phone calls, emails, chats, and social media into a single platform – allowing all types of customer interactions to be handled from one place and for customer interactions to move seamlessly between channels.
3 Scalability
CCaaS solutions can grow with your business, accommodate and adjust to fluctuations in workload and requirements.
Benefits of using Colt’s CCaaS solution:
The complete package: Leverage Colt’s voice expertise combined with industry leading software and digital transformation solutions. We ensure your inbound services are expertly maintained, with continuous improvements to your digital interactions to help deliver a seamless customer experience.
Optimise your resources: Virtual agents free up your team’s time, increasing self-service options. AI seamlessly routes customers to the agents with the right skills who are assisted in real time with insights to resolve customer queries efficiently.
Omni-Channel Experience: Enhance customer satisfaction by offering digital channels, from messaging and social media to chatbots and email, enabling personalised experiences.
Total Control with Self-Service Tools: Monitor and adjust your contact centre in real-time with intuitive tools. Instantly reroute calls during peak periods using simple drag-and-drop interfaces.
Regulatory Compliance: Benefit from enhanced security measures, such as PCI DSS compliance, giving your customers peace of mind.
End-to-End AI: Access a complete contact centre ecosystem powered by AI, providing customer insights and engaging employees with relevant feedback.
So, why choose Colt?
Colt’s cloud contact centre solution brings together the best of Colt’s global voice services with leading software vendors. Alongside our global partner community we offer market-leading connectivity, cloud contact centre expertise and digital transformational services, in a single partnership and solution.
We offer a seamless omni-channel solution that equips businesses with the tools and AI-driven insights needed to enhance your customer experience strategy and achieve your commercial goals, all while supporting a productive, fully remote workforce.
Colt has a broad range of customers operating in different markets and geographies. We’ve been connecting, developing and growing with these customers for decades. Our best asset is the knowledge we’ve accrued of these markets over the years from those nurturing those relationships.
Being able to support customers with digital transitions and adding new cloud service applications – as a single solution provider is a strong offering. Colt own the solution end to end and take accountability for all aspects of it. Additionally we are not restricted by any specific solution type meaning we can support customers achieve their business outcomes with enabler technologies that fit their needs and budgets.
Paul Wieczorek, Product Manager of CCaaS
With Colt, you’ll have everything you need to elevate your customer service to the next level
