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. That is why 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 an omnichannel customer care solution delivered as a service by Windstream Enterprise. Based on our robust Unified Communications as a Service (UCaaS) technology, CCaaS seamlessly integrates key contact center communications types, including voice call, webchat and text messaging with omnichannel routing to ensure your customers can connect via the method that best fits their needs.

Additionally, CCaaS comes with call management and measurement tools to help maximize agent handling and drive first-call resolution. 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 six simultaneous contacts—via voice call, webchat, and text messaging—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 switching to an as-a-service model that’s invoiced at a predictable monthly rate. Get rid of the expensive on-prem maintenance contracts.

Connect seamlessly with customers on their terms

Manage up to six simultaneous contacts—via voice call, webchat, and text messaging—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 switching to an as-a-service model that’s invoiced at a predictable monthly rate. Get rid of the expensive on-prem maintenance contracts.

BROCHURE

OfficeSuite UC Contact Center Services

Optimize employee performance, route calls, texts and chats where you need them and ensure quality and compliance.
WHITEPAPER

CXaaS: Delivering on the promise of customer experience

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.
INFOGRAPHIC

Your Communications Solution: Strategic or Stagnant?

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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