UC & Voice

Contact Center as a Service (CCaaS)

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Provide a best-in-class customer experience with the latest cloud-based contact center technology.

Make every customer interaction feel unique

Your customers want to interact with you their way: by phone, chat or web. So your contact center needs to accommodate each customer’s communication medium of choice. A cloud-based Contact Center as a Service (CCaaS) experience gives your agents the power and flexibility to meet each customer at their level—and saves you money on hardware and operating expenses.

How CCaaS works

CCaaS is a unified customer care solution delivered as a service by Windstream Enterprise. Based on our robust Unified Communications as a Service (UCaaS) technology, CCaaS integrates all key contact center communication types, including voice call, email, web chat, fax and SMS.

Additionally, CCaaS comes with call management and measurement tools to help maximize agent handling and drive first-call resolution. You save money on seats, because you only pay for the licenses you use. What’s more, CCaaS from Windstream Enterprise reduces CAPEX by eliminating physical hardware costs and replacing them with a subscription-based model.

Connect seamlessly with customers on their terms

Manage up to five simultaneous contacts—via voice call, email, web chat, fax and SMS—to interact with customers using their preferred method.

Improve agent effectiveness by giving them the tools to meet customer expectations/demand

Add intelligent call routing and agent analytics, along with tools like advanced call recording, live monitoring, quality management, agent coaching, e-learning and more.

Add or subtract users easily, anytime

Gain the flexibility to activate and deactivate licenses as demand changes from season to season, to support specific campaigns or as business fluctuates.

Drive costs down with a cloud-based model

Save on agent seats by paying only for licenses you use—and save more by switching to an as- a-service model that’s invoiced at a predictable monthly rate.

Connect seamlessly with customers on their terms

Manage up to five simultaneous contacts—via voice call, email, web chat, fax and SMS—to interact with customers using their preferred method.

Improve agent effectiveness by giving them the tools to meet customer expectations/demand

Add intelligent call routing and agent analytics, along with tools like advanced call recording, live monitoring, quality management, agent coaching, e-learning and more.

Add or subtract users easily, anytime

Gain the flexibility to activate and deactivate licenses as demand changes from season to season, to support specific campaigns or as business fluctuates.

Drive costs down with a cloud-based model

Save on agent seats by paying only for licenses you use—and save more by switching to an as- a-service model that’s invoiced at a predictable monthly rate.

Resource/Article

CCaaS (Brochure)

Accommodate your customer’s communication medium of choice and changing demand patterns with highly secure, proven, cloud-based technology—designed, delivered and managed by the expert Windstream Enterprise Contact Center team.
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XCaaS 8 Reasons to Migrate (Fact Sheet)

Replace your legacy Avaya and Nortel platforms with the cloud-based unified communications and contact center services to empower your workforce, improve collaboration and enhance CX.
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CXaaS: Delivering on the promise of customer experience (White Paper)

In the post-pandemic age, consumers and workers alike will interact digitally more than ever. Since the quality of those interactions are directly connected to building business success, enterprises need to align their digital experience with customer needs to drive their bottom lines.
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Resource/Article

Your Communications Solution: Strategic or Stagnant? (Infographic)

If you communications solution isn't driving your business forward, it's holding you back—and costing you more than you think.
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Resource/Article

OfficeSuite UC Contact Center Services (Brochure)

Optimize employee performance, route calls and chats where you need them and ensure quality and compliance.
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Resource/Article

Optimize Every Customer Interaction (Fact Sheet)

Optimize every customer interaction and enhance CX with CCaaS Avaya Contact Center Select (ACCS). Leverage multi-channel functionality to improve agent efficiency, deliver an exceptional customer experience and increase revenue.
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