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.
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.
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.
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
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
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
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