Contact Center as a Service (CCaaS)

Your customized contact center

  • Build great customer and employee journeys
  • Enable your teams to work together comfortably
  • A rich set of functional and integration possibilities

Contact center platform in the cloud

Through our contact center platform, you use only the technology you need to build personalized customer journeys.

  • Build highly personalized customer journeys across all channels (voice, text messages, chat, e-mail, social media messaging)
  • Upscale or downscale easily according to your needs thanks to the setup in the cloud
  • Collaborate internally via chat and video, and share documents
  • Integrate telephony via pre-installed connectors with Zendesk, Salesforce, Microsoft Dynamics, Teams and Skype for Business
  • Maintain control through end-to-end analysis and reporting dashboards

Benefits of CCaaS

Your employees

Increased productivity and call agent engagement and loyalty through:

  • Better collaboration between colleagues
  • Reduced workload through task automation
  • Higher task efficiency thanks to a single interface
  • Coaching and evaluation tools
  • Customer journey information in real time
  • Advanced universal queues: select the best agent, based on skills and context

Your customer

Higher customer satisfaction and engagement result in better customer loyalty, more ambassadors and less churn through:

  • Interaction with engaged and motivated call agents
  • Improved quality of service
  • Fewer queues and shorter waiting times
  • 'Call me back' mechanism
  • Better Customer Effort Score, increased customer satisfaction and NPS

Features of our contact center platform

Different digital channels

Chat, e-mail, text messages, messaging applications

Workforce management

  • Recording features for coaching, training and self-assessment
  • Resource management
  • Quality assurance

Voice services

Inbound routing

  • Inbound voice routing (ACD)
  • Voicemail
  • Callback

Outbound campaigns

  • Inbound/outbound blending
  • Proactive notifications

Co-browsing and screen sharing

Unified communications

  • Accessible anywhere
  • Collaboration between agents

Self-service

  • Interactive Voice Response (IVR)
  • Voicebots
  • Chatbots

Reporting and analysis

  • Performance dashboard
  • Reporting based on historical data
  • Possibility of real-time information

Integration

  • Pre-installed connectors
  • Genesys cloud APIs

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How can we help you?

We guide you from A to Z in the implementation of your contact center in line with your expectations on all levels:

  • HR
  • Company culture
  • Technology and processes

You are free to decide which consultancy services you want and when, depending on your business strategy, maturity, budget, priorities and schedule. From assessing your current situation to creating a transformation plan to user adoption and training.