What is Contact Center as a Service (CCaaS)?
Contact Center as a Service (CCaaS) delivers all the rich functionality of a premise-based contact center system, but natively in the cloud. Economies of scale allow CCaaS ‘landlord’ partners to offer a fully featured contact center service to smaller ‘tenant’ operations, tailored to their precise needs, at a fraction of the cost of installing a system of their own.
Who are CCaaS Partners?
CCaaS partners typically offer contact center services as an enhancement to or extension of their existing business model. They range from Unified Communications providers to telecoms networks to IT systems integrators.
What are the advantages of CCaaS for landlord partners?
- A single managed system is more reliable and easier to upgrade than multiple on-premise installations.
- Expand and contract capacity as required. Pay only for what you use.
- Integrate, extend and enhance with value-added software and services, enabling increased margins.
What are the advantages of CCaaS for tenant users?
- No upfront investment in software or hardware
- No need to hire operational IT staff – setup, maintenance and upgrades are handled by the landlord
- Pay only for the services you need
- Fast and easy scalability on demand.
Ready to go
SCC is an all-in-one, full-service contact center platform which works out of the box.
SCC’s linear scaling handles growth without the need to reinstall or change systems.
Built for simplicity of deployment
SCC is a mature platform suited to large-scale distributed deployment in the cloud. It can be up and running within a day.
Rich and flexible routing
Intelligent routing structures based on customer data, Skills Based Routing or external data for optimum efficiency.
SCC’s integrated toolset and Automatic Session Distributor (ASD) model allows resellers to deliver full-scale trials and eases transition to the new platform.
Between media types or between inbound and outbound – all on one screen with no logging in/out.
SCC provides APIs in multiple sets of technologies giving seamless interoperability between our own and third party software.
An agent is an agent... is an agent
SCC offers a consistent agent model across all agent types whether real, virtual, IVR or bots.
Highly versatile scripting tool
For managed workflows, intelligent IVRs, desktop self-service applications; integrated, fully blended and bespoke for each and every customer.
Why choose Sytel for your CCaaS partner?
SCC delivers large margins to service providers through deployment methodology, ease of extension and control of infrastructure cost.
We develop close working relationships with our partners, we train them to be skilled on the platform, listen to new requirements and provide a fast and excellent 24/ 365 support service.
We empower partners to deliver solutions that are beyond the reach of most native cloud contact center solutions and encourage customisation of both the branding and the platform itself to meet customer needs.