What is contact centre as a service?

Contact Centre as a Service (CCaaS) is a customer experience solution that enables businesses to efficiently route inbound customer interactions to call centre agents. CCaaS platforms are cloud based and are highly customisable and scalable enabling businesses to adapt the solution to their evolving needs over time.

Contact Center as a Service solutions offer several advantages. They provide agility through easy integrations and scalability, allowing businesses to adapt quickly to changing conditions. Clients benefit from continuous access to innovation, ensuring access to cutting-edge technology. CCaaS enhances the customer experience by enabling seamless omnichannel service and superior self-service.

Key features of CCaaS Solutions:

Automatic Contact Distributor (ACD)

A skills-based routing engine that manages a universal queue for various communication channels (messaging, social, voice, AI chatbots). It assigns interactions to agents based on their skills to ensure optimal customer experiences.

Interactive Voice Response (IVR)

An interactive menu that enables callers to select the type of assistance they need, facilitating self-service for basic issues. Integration with ACD enhances efficiency by sharing data between systems.

Outbound Software/Predictive Dialler

Allows contact centres to handle both inbound and outbound interactions. Modern predictive diallers improve connect rates and eliminate pauses in outbound communication.

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Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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