Contact Centre as A Service (CCaaS) solutions for cloud-based customer service excellence

Contact Centre as a Service (CCaaS) solutions give you greater insights, security and flexibility. For your customers, this means more satisfaction with the improved service they receive.

At Content+Cloud we can provide a CCaaS solution that goes further than traditional private-branch exchange (PBX) functionality to deliver a fully integrated contact-centre experience, available anywhere.

How Contact Centre as a Service can transform your customer and user experience

As the world changes, so do the ways organisations communicate with customers. Today’s callers expect a consistent, unbroken chain of communication across their interactions. Employees, meanwhile, expect to be able to do their job in different locations, on any device.

The experiences and service you offer must keep pace with these expectations. But traditional contact centres, tied to locations and heavy hardware, are not built to move quickly. Implementation, provisioning, maintenance and scaling up/down – these are all costly and time-consuming to get right.

CCaaS allows you to meet this challenge. Customer-facing teams are now seeing how cloud-hosted CCaaS solutions allow operations to run remotely, with greater collaboration across teams and smoother, more personalised service for callers.

CCaaS to fit your specific needs

At Content+Cloud we can provide a CCaaS solution that combines HD voice quality and advanced PBX-style functionality with the security and flexibility of the cloud. We’ll work with you to understand your environment, users and customers and deliver a service that fits quickly and seamlessly with your chosen interface.

You’ll soon be delivering greater experiences to employees and customers, backed by the highest standards of compliance and performance.

1

Omnichannel experience

You know that customers want to contact you on different channels at different times. Our CCaaS enables joined-up conversation across social email, video and chat apps. For simple queries, our AI bots can deliver the answer quickly.

2

Integrated web agent

Our web agent tool delivers real-time queue management for webchat, text and voice, provides advanced history features and checks agent availability. It works as a standalone solution or integrates with ServiceNow, Dynamics 365, Salesforce, Microsoft Teams and Skype for Business.

3

Performance and CX analytics

Take a deeper and broader view of your operations with reporting tools in Power BI. You can also get the whole picture on your customers with our timeline feature and integrations with more than 30 CRM systems.

Why partner with Content+Cloud on your CCaaS

At Content+Cloud we live+breathe client success. We work with ambitious organisations of all types and sizes to transform their voice and data services. We offer expert professional consultancy across a range of products and services, including business change and adoption and applications for business.

Talk to us about your communications transformation 

Benefits of a Skype for Business or Microsoft Teams-based contact centre

Microsoft Teams and Skype for Business are already trusted by many organisations as part of their unified communications and collaboration toolset. Bringing your CCaaS functionality into the Teams or Skype client gives even more potential for great employee and customer experiences.

If you’re looking to add CCaaS capability into your Microsoft UC tools, there’s no better partner than Content+Cloud. With 15 Microsoft Gold Competencies, including Communications, Messaging, Enterprise Mobility Management and Collaboration and Content, we can give you unparalleled guidance on the capabilities of these solutions.

Microsoft Teams-based contact centre

As the interface to Microsoft 365’s applications, Teams puts all productivity and integrated features at the fingertips of your users. Combine Teams’ cloud voice capabilities with advanced contact-centre features, dialogue management and CRM tools, and your agents will be empowered to deliver swift, joined-up services from one single pane, available anywhere.

Skype for Business contact centre

Skype delivers instant messaging, video calling and low-cost telephony to your SIP or VoIP phone system. Add in our CCaaS capabilities for advanced call routing and queue management, query resolution through chatbots and voicebots, management and measurement tools, and more – all in one place.

Support for your Microsoft Teams-based contact centre and beyond

Content+Cloud is the only Microsoft Partner to be able to offer you a complete end-to-end solution for Microsoft Teams calling. We have some of the foremost experts and MVPs (Microsoft Most Valuable Professionals) with experience in Microsoft voice solutions. You can rely on the highest-quality advice and managed services from the people who know Microsoft best.

Let’s talk about your Microsoft Teams-based contact centre requirements 

More than CCaSS: voice and data services from Content+Cloud

At Content+Cloud we can support you with more than CCaaS. We specialise in the full breadth of connectivity, voice and data services that organisations large and small need to deliver first-class experiences to their customers. Here are just a few of the services we provide.

Cloud phone systems

Cloud phone systems give you the benefits of enterprise-standard telephony without the hassle and cost of traditional networks and devices. We can help you get up and running with technical and managed support – and even help you with connectivity and SIP trunking.

Find out more about cloud phone systems 

Teams Voice services

We can give you end-to-end Teams Voice services, including advice on plans and direct routing. And through our Sipcom HALO Platform cloud architecture solution, we can give you global coverage with phone numbers in 120 countries.

Find out more about our Teams Voice services 

Call recording

We’ll give you high-quality call recording, powerful performance analytics driven by AI, compliance and security features, and the flexibility to scale your service whenever and wherever you need.

Find out more about call recording 

Reporting and analytics

Our single-pane communications and call quality dashboard reports give you powerful insights across multiple platforms. You’ll be able to proactively solve issues and drive adoption, improving customer service and user experience.

Find out more about reporting and analytics