CCaaS - Excelien | Global Cloud Solutions

CCaaS

Exceptional customer experiences – delivered on the cloud

Contact centres are at the forefront of telecommunications innovation, with advancements in technology, management, routing, media service optimisation, and digital engagement. With customers expecting seamless interactions across multiple channels, businesses must continuously adapt to meet them where they are.

How Excelien Helps

We simplify the complex contact center landscape, by leveraging unparalleled research to help you assess your tech stack, uncover new opportunities, and stay ahead of industry trends. From service provider comparisons to report on emerging technologies and trends, our extensive research ensures you have the insights needed to make informed decisions.

We don’t just identify operational gaps in your business to help you develop a future-focussed business case. We also will advise you on selecting the right tools and partners for your needs. Our transformation plans deliver an AI-enabled contact centre that enhance efficiency, improve customer satisfaction, and boost Net Promoter Scores (NPS). The tangible business benefits are undeniable; from shorter time to resolution and stronger customer relationships.

Make each interaction count

Customer Experience Centric

Our CCaaS consulting services help businesses provide their customers with seamless and personalized interactions across various channels such as voice, email, chat, and social media. This can lead to increased customer satisfaction, loyalty, and retention for your business!

Global and Flexible

CCaaS solutions can be scaled up or down effortlessly to meet the changing needs of your business, eliminating the requirement for additional hardware or infrastructure. Our expert consulting team is available to help your business become more agile and responsive to market changes and customer demands.

One Platform, Total Control

A unified platform to streamline workflows, empower agents, and serve as a central knowledge base for AI. This will redefine service levels, eliminate silos, and drive large-scale service transformation.

What is CCaaS?

Contact Center as a Service (CCaaS) provides call and contact center capabilities through a subscription-based model. It offers features like inbound and outbound communication via voice, email, web chat, and social media, along with advanced reporting for tracking agent productivity and forecasting. With machine learning and AI becoming central to modern contact centers, CCaaS helps enhance customer service by delivering quick answers to common questions without the need for a live agent.

What Will Have the Biggest Impact on Organisations’ CX Automation?

Artificial Intelligence

Digital Channels

Knowledge management

Telephony

Why Should I consider CCaaS?

Build, design and operate quickly thanks to AI-integrated across the platform for connected journeys, streamlining workflows, empowering agents, and unifying data and knowledge.

Optimise operational efficiency in the contact centre and improve customer experience with intuitive solutions designed to help you manage, develop, and enhance agent engagement throughout the employee lifecycle.

Rapid integrations and endless possibilities with Salesforce, ServiceNow, Zendesk, Microsoft Teams, Amazon Connect, Oracle, Bullhorn, and more.

Meet customer needs as early as possible by extending your reach across any channels or device, using digital solutions and self-service options. By delivering live support across voice and a comprehensive range of digital channels, along with proactive service options, you can stay ahead of changing customer expectations.

Create positive first impressions that yield results. With immediate access to engaging, AI-driven conversations across both voice and digital channels, customers can efficiently assist themselves and receive quicker resolutions without the need for agent involvement.

Create a unified customer profile that’s accessible across every channel with true omnichannel capabilities. Let your customers connect with you on their terms, without ever losing context or continuity

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