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Contact Center as a Service (CCaaS)

Multi-channel support for an omni-channel experience
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Elevate your customer experience by choosing Contact Center as a Service.

Contact center deployments are complex to configure and challenging to manage. As organizations try to stay ahead of the technology curve, having a trusted and reliable IT partner is critical to success.

Cloud-based Contact-Center-as-a-Service (CCaaS) platforms, enhanced with AI, help companies keep pace with technological advancements. These solutions equip agents with state-of-the-art tools, including AI-driven features like automated customer routing, predictive analytics, and virtual assistants. CCaaS platforms empower agents to deliver exceptional service across multiple channels, streamline workflows with unlimited integration capabilities, and harness AI to improve efficiency and enhance the overall customer experience.

AI_Powered_Contact_Center_Communications

Discover the key challenges to implementing a unified data strategy and how to plan to overcome them.

Customers expect seamless support.

 

Today’s customers demand 24×7 high-quality, omni-channel support, and the move to a hybrid workforce has added pressure on internal communication systems. AI has become essential in meeting these expectations, providing instant, personalized responses and automating routine tasks.

Companies need fast, reliable, and efficient communication systems to stay competitive. Each CCaaS solution from CBTS integrates AI to enhance agent capabilities, from automated customer routing to AI-driven analytics. These solutions unify inbound and outbound calling features, enabling agents to access multiple applications simultaneously through a single cloud-based platform, while AI optimizes workflows—improving both agent efficiency and customer experience.

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CONTACT SENTER AS A SERVICE

What is Contact Center as a Service?

Contact Center as a Service (CCaaS) is a cost-effective, cloud-based solution that enables companies to deploy only the required technology while outsourcing management and maintenance to a third-party provider. By leveraging AI-powered automation and analytics, CCaaS enhances customer interactions, optimizes workflows, and improves agent productivity.

CCaaS utilizes cloud-based systems to communicate with customers across various channels, including voice, video, messaging apps, SMS, chat, or e-mail. By integrating intelligent chatbots, real-time sentiment analysis, and AI-driven call routing, CCaaS enhances customer interactions and streamlines operations. CCaaS has gained popularity due to its ability to provide organizations with a modern, agile, and cost-efficient contact center solution that continuously adapts to changing customer expectations and business needs.

BENEFITS

Benefits of Contact Center as a Service

Seamless customer experiences

Explore how AI-driven solutions enhance contact center operations, boost agent productivity, and improve digital workplace efficiency. 

Start with a well-defined approach Omni-channel support

Meet customers at the channel of their preference.

  
app-migration-checkmark.png Greater control

Maintain end-to-end influence over customer experience.

  
app-migration-checkmark.png Improved visibility

Contact center agents gain more information about customers.

  
app-migration-checkmark.png Consolidated analytics Enjoy a bird’s eye view of the customer’s journey.  
app-migration-checkmark.png Improved CX Customers don’t have to waste time explaining their issues repeatedly.  
app-migration-checkmark.png Streamlined integrations Integrate IVR services and third-party SaaS, and deploy powerful automation tools.  
app-migration-checkmark.png AI-driven efficiency Leverage AI-enhanced automation and analytics to enhance customer interactions, reduce wait times, and provide predictive insights.  
62%
of modern businesses plan to implement a cloud-based contact center.
Cisco
OUR APPROACH

Why CBTS?

CBTS works closely with your organization in the discovery phase to identify and customize the ideal contact center platform for your organization’s goals and existing environment. Our engineering team then designs and optimizes a solution for your network and carefully reviews existing APIs and integrations to ensure seamless integration during development and use acceptance testing.

We provide thorough training for your supervisors and agents before a well-planned, high-touch cutover, including immediate tracking and resolution of any issues. Following the transition, we hand off to our Enterprise Network Operations Center for U.S. based, 24x7x365, day-two support.

Learn More About Business Outcomes
Discovery and documentation
  • Discovery sessions determine customers’ goals and needs.
  • Our team builds out documentation and plans for the rest of the process.
Build and test
  • CBTS engineers build out the communications solution and perform failure testing and, if necessary, proof of concept trials.
Migration execution
  • Upon completion, CBTS trains customer agents in their new communications platform.
  • CBTS assists in the solution’s final launch, redirecting customer service lines and other troubleshooting issues that arise.
Transition to operations
  • Stakeholders sign off on the delivery of the communication solution, and CBTS transitions into ongoing support.
  • CBTS can also fully manage the finalized solution, allowing IT teams to work toward mission-critical objectives.

Even when natural disasters, power outages, and other emergencies strike, CCaaS helps companies maintain communication to support business continuity without interruption. CBTS-managed CCaaS provides peace of mind through strict end-to-end security encryption, redundant global data centers, and real-time software updates, boasting 99.999% network uptime.

“We integrate multiple [CCaaS] solutions including Five9, Webex Contact Center, and our CXsync Cloud Contact Center solutions. Because we’re a partner that can offer multiple solutions, we can truly customize solutions based on our clients’ needs and help them enhance their customer experience.”
Keith-Talbot

Keith Talbot

Director of Contact Center Solutions

CBTS SOLUTIONS

CBTS CCaaS solutions

CBTS has vast experience designing, deploying, and managing secure, industry-leading contact center solutions for organizations of all sizes.

Our solutions help reduce capital investments and solve business challenges that allow you to deliver a secure and elevated customer experience. We offer a rich set of solutions to support call center operations within any size organization, ranging from small and straightforward organizations looking for ease of use to large call centers with sophisticated business requirements.

PARTNERSHIPS

CBTS offers proprietary contact center solutions and sustains partnerships with leading contact center service providers. Our experts can help you craft a more efficient contact center platform for your business that is highly adaptable, scalable, and customizable.

  

CXsync from CBTS is a cloud self-service CCaaS platform with built-in AI to enhance efficiency and customer experience. The CXsync AI-Suite leverages summarization, topic detection, and sentiment analysis to streamline operations, improve hand-offs, and proactively address customer needs—all while integrating voice, digital, and social channels. 

 

  

Webex Contact Center is a diverse CCaaS solution that utilizes Cisco infrastructure and is enhanced with AI, featuring omnichannel support across voice, web chat, e-mail, and video. AI tools such as intelligent routing, virtual agents, and agent assistance streamline operations and improve service delivery. With seamless integration into business applications, Webex CC leverages AI analytics to optimize customer interactions, empower agents, and enhance the overall customer experience. 

Case studies

Furniture-Mart_Logo_300px
The Furniture Mart is a top 40 furniture retailer with more than 50 locations, rapidly expanding across the Midwestern United States.

Problem

The Furniture Mart wanted to leverage modern technology to optimize the client experience. Additionally, the company found that ensuring clear communication between its corporate headquarters and numerous retail outlets was a challenge.

CBTS solution

CBTS designed the omni-channel system with the customer in mind, enabling them to interface with The Furniture Mart via their preferred communication pathway (e.g., voice, SMS text, chat, or e-mail). CBTS delivered contact center advances through its Five9 CCaaS platform, which combines Five9 software with trusted Cisco UCaaS solutions. The Five9 Blended Contact Center unifies inbound and outbound calling features so users can access multiple applications simultaneously from a single cloud-based platform.

Outcome

With its new omni-channel environment, The Furniture Mart merged UCaaS and CCaaS into a single solution. These elements working together allow the company to seamlessly pass calls from the contact center to a knowledgeable staff member with expertise in logistics, shipping, scheduling, or any other department. With CBTS solutions in place, the client decreased risk from aging communications infrastructure and reduced costs and maintenance burden. Ultimately, a customer-centric network enables the client to rapidly meet customer demands in a crowded marketplace.

 

 
“The outstanding CBTS project management team walked with us throughout the whole process. Their ability to solve our company challenges rose above just the technical aspect and far exceeded our goals.”
 
– Erald Gjoni, Chief Information Officer,
The Furniture Mart

Aligning CCaaS with business objectives

Investing in a CCaaS solution aims to increase sales and revenue, all while delivering exceptional customer service. With AI-enhanced features, contact centers can enhance agent efficiency by automating routine tasks, offering real-time insights, and providing intelligent routing to connect customers with the best agents. This enables more personalized and faster interactions, boosting agent productivity and customer satisfaction. The flexibility and functionality of AI-driven solutions, combined with streamlined platforms, provide more consistent service and better expense control, leading to long-term financial gains.
Learn More About Business Outcomes
Modern cloud contact centers can provide organizations the data needed to understand business performance and make informed decisions.

 

FAQs

Top 5 questions

How does CCaaS work?

By leveraging CCaaS, businesses can efficiently manage their contact center operations, provide seamless customer experiences, and benefit from the flexibility, scalability, and cost-effectiveness of cloud technology.
What's the difference between CCaaS and UCaaS?

CCaaS focuses on external communication, prioritizing customer experience and support. UCaaS focuses on internal communication and collaboration between team members.
What if my company still uses a traditional telephony system?

CBTS can help you integrate your PBX phone system with cloud calling or transition to a cloud-based VoIP solution.
Can I integrate my CCaaS solution with my UCaaS platform?

Merging UCaaS and CCaaS streamlines communications and offers a customizable toolset well-suited to meet each company’s specific needs. More than ever, companies need fast, reliable, and efficient communication systems to stay competitive.
Which CCaaS service is right for my business?

CBTS experts will assess your business needs and requirements to determine a custom CCaaS solution that will create a seamless customer experience for you and your clients.

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Schedule a complimentary 30-minute discussion with a CBTS solution consultant

Talk to one of our experts today to see how we can help your organization supercharge your company’s network, communications, and overall efficiency.