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Contact Center as a Service (CCaaS)

Your contact center can make or break your business, considering how vital customer experience (CX) has become. However, keeping a call or contact center staffed with qualified agents and running smoothly isn't easy.

Approximately 45 percent of agents leave their jobs in under two years, and 96 percent report feeling stressed at least part of the time (with overwhelming workloads topping the list of taxing factors). ¹

If you're having trouble with high turnover rates and excessive work volumes, the right Contact Center as a Service (CCaaS) platform and support services can make a big difference for your business.

With over 20 years of telephony and communications experience and have managed and implemented more than 2,000 IT and telecom projects, the Converged Communications Systems (CCS) team can address all your CCaaS needs – whether you want to migrate your contact center to the cloud, switch to a better CCaaS platform, or outsource the management of your current solution.

CCaaS Consulting

Our CCaaS consultants have extensive experience in the cloud contact center solution marketplace. Why spend dozens of hours navigating the complex CCaaS space when our team can leverage their expertise to rapidly identify the top 3 to 5 solutions that align with your needs and goals?

After the initial down-selection, we'll dig in and conduct a deeper analysis with you, the customer, including an assessment of how your call center operates today and your objectives. Our team can speak with your contact center leaders and agents to gain an in-depth understanding of your current situation and what it will take to achieve your goals in terms of technology and beyond.

Here are just a few of the main reasons our clients rely on us:

Decades of experience with contact center solutions and telephony
- Model we maintain as objective analysts and advisors
- Challenging the status quo
- Executive summary of our final recommendation
Connections to leading CCaaS suppliers
Exclusive access to solutions you wouldn't otherwise discover
Access to the latest market data and research
Comprehensive comparison matrices that streamline side-by-side comparisons

Whether you're migrating from on-premises to the cloud or already have CCaaS and want to explore alternatives, we can efficiently identify the best options for your business.

CCaaS Professional Services

After you've selected your ideal cloud contact center solution, ensure deployment goes smoothly, save time, and maximize functionality and return on investment with CCaaS professional services. Typically, a traditional CCaaS roll-out doesn't include all the integrations you might need (e.g., CRM).

The CCS team offers the following professional services to support clients after they select their ideal contact center solution.

Project management services
- Resource and cost management
- Risk mitigation
- Scope and schedule setting
- Strategy determination
- Device procurement
- End user and supplier engagement
- Communication coordination among stakeholders
- Integrations
- Quality assurance
Implementation services
- Build-out handled by engineers certified in Zoom, GoTo, RingCentral and other major platforms
- Feature functionality maximization
- Reduction of downtime and disruption
- Proven process to facilitate end user adoption
- Access to engineers experienced with enterprise clients

CCaaS Managed Services

Are you tired of managing your CCaaS platform in-house? Connecting with a third-party CCaaS managed service provider (MSP) can lighten your team's workload while helping you maximize your return on investment and contain costs.

With managed CCaaS, you can access additional functionality and support stellar customer and agent experiences with the following services:

24/7 platform management
Contact center support services
Guaranteed rapid response
Adding, Modifying and Removing Users /Teams/Skills
Modifying User Security Roles
Add New /Port RespOrgDID / TFNs Support
Create & Modify Dashboard/ Reports
Tier 1 Technical Support
Support Ticket Triage and Management
Supervisor Training
Admin Training
"Train the Trainer" Training
Reporting Training
Studio Training
Direct Contact Support (SPOC Services)
Quarterly Business Review
Reporting and Participating
Weekly SLA Monitoring and Reporting
Integration Implementation/Modification
New Product Additions
Product Upgrades Support
Creating / Modifying IVR/Call Flows

By outsourcing to a managed service provider, you can also connect with cloud contact center experts certified in leading platforms:

NICE
Zoom
Talkdesk
RingCentral
UJET
Five9
Genesys
8x8
Avaya
Google

Customer Experience

Augment your contact center with solutions and features that support stellar customer experiences. We can help you find a CCaaS platform that offers these functionalities or enhance your existing solution with additional capabilities.

Conversational and generative artificial intelligence
Branded outbound caller ID with your business name and logo for higher answer rates and ROI
AI-powered SMS, MMS, email, live chat, web chat and more for customer outreach
Smart chatbots made possible by conversational AI
24/7 AI SMS assistant for customer service
10 Digit Long Code (DLC) phone numbers for calling and texting customers
Rich customer profiles including CRM and contact center data
Dynamic customer segment construction
Cross-channel customized outreach via a customer journey building platform
Customer Relationship Management (CRM) integration
Omnichannel communication (phone, chat, email, text, and social media)
Business process outsourcing (BPO)
Migration from on-premises contact center solutions to the cloud