Contact Centre Software

All-in-one cloud contact centre solutions for seamless customer engagement across any channel

Our Contact Centre Services

Whether you are looking to replace an existing on-premise contact centre solution or establish a new cloud-based contact centre for the first time, we can help. Our independent advice and expert delivery services will support you on the path to delivering amazing customer engagement.

Ready to create great customer experiences using the right technology for the needs of your business?

Contact Centre Capabilities

Typical cloud Contact-Centre-as-a-Service (CCaaS) capabilities include:

  • Omnichannel Ready – Provide a consistent contact experience for customers with seamless transfer across any channel. Includes support for voice, email/webforms, webchat, social and many more.
  • Automatic Contact Distribution (ACD) – A universal queue to deliver the right contacts to the right agents based on the agent’s skills.
  • Interactive Voice Response (IVR) – An interactive menu that allows callers to choose the help they need by speaking options out loud, or by pressing a number.
  • Outbound Software – Support outbound telephone campaigns with a predictive dialler to engage efficiently with your prospects.
  • Automation & Artificial Intelligence – Virtual assistants can hold verbal conversations within the IVR or through a chatbot to provide customers with self-serve options that easily route to an agent when required. Mundane repeatable processes can be automated with Robotic Process Automation (RPA).
  • Contact Centre Analytics – Solutions include interaction analytics, reporting and dashboard performance management to gain the insights you need from your contact centre solution.

Benefits of cloud Contact-Centre-as-a-Service (CCaaS)

  • Satisfied customers
  • Engagement across channels that customers demand
  • Deliver contacts to the right agent, first time
  • Self-service channels open 24/7/365
  • Effective telephone marketing campaigns
  • Workforce optimisation
  • Deep customer and contact centre insight
  • Cloud service reduces costs and increases flexibility

FAQs

Contact-Centre-as-a-Service (CCaaS) is a method of deploying centre solutions quickly in the cloud. This cloud model allows a subscriptionbased payment model that will scale as your business grows, negating the need for the expensive hardware of traditional on-premise solutions. Constant innovations mean you can access new features at a fraction of the price and speed compared to hardware-based solutions.
The best solution will depend on your use case. The channels that you engage with customers on, the scale of the contact centre and complexity of requirements should all be considered when selecting the best option for your circumstances.
We can work with you to determine your specific needs and identify the right CCaaS for you.
The cost of a CCaaS Colution, like any cloud service, will need to consider subscription, implementation, and support costs. Many of the leading CCaaS providers offer tiered subscriptions that allow you to scale as your needs grow, with prices from as little as £50/agent/month and up to £100/agent/month or more advanced functionality.
We can help you choose the right solution for your needs and estimate the total cost of ownership (TCO).
The time needed to implement a CCaaS Solution will depend on your use case, integration and complexity of requirements. A cloud service with minimal configuration and internet-based voice routing can be up and running in a few weeks but those with heavy configuration and integration requirements can take 2 months or more.
For an estimation to implement your platform, get in touch.
There are many benefits to cloud that make it the ideal platform for contact centre software: a subscription model that scales as you grow, no infrastructure management overheads, constant innovation of features and speed to go-live. There are few use cases where on-premise makes sense. Get in touch with us for more information and to discuss your specific needs.

Still have questions?

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