Contact Center as a Service (CCaaS)

A cloud-based communication management system designed for call centres. CCaaS allows customer service teams and customers to effortlessly communicate with each other through various channels. This can be done through live chat, email, SMS, social media, video, and voice.

Contact Centre as a Service (CCaaS)

When it comes to running a business, customer service is key! Contact Centre as a Service (CCaaS) systems make it easy to grow and scale your Contact Centre as needed, so you can easily deliver exceptional service to your customers and clients. Get the technology and solutions you need—and nothing that you don’t!—with service from Quantitel.

At Quantitel, we work as a liaison between you, the end client; and your Service Provider. We’re proud to act as an extension of your team, bringing our expertise and knowledge to every project. We’re familiar with the processes of all major market leaders in the CCaaS space and we will guide you through the experience every step of the way. We’ll educate you on your market options and work with you during vendor selection. Our team will also remain on board during (and after!) the implementation phase, providing you with the support you need to get your system up and running.

CCaaS Advantages

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Scalability

CCaaS can change and grow as your organization needs or as new features become available.

Work From Anywhere

Call centre staff can work from anywhere they have internet access, making it easier to attract and retain quality employees.

Anytime, Anywhere Support

As a cloud-based service, CCaaS can be serviced and updated remotely. No need for in-house IT staff to manage outdated hardware.

CCaaS Seamlessly Connects with UCaaS

This allows call centre staff to effortless transfer callers to in-office personnel (or vice-verse) and create group calls incorporating multiple departments.

CCaaS systems authorized by Quantitel provide detailed analytics that compare various metrics to help understand and compare KPIs. Common metrics can include on-hold times, sentiment analysis, preferred channels, cost per contact, time to resolution, speech analytics, and more. This allows your CCaaS system to help you measure and shape your customer service programs. Quantitel can also guide you in integrating your preferred CRM into your CCaaS platform, creating a top-down customer service management system.

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What We Provide

Our White-Glove service provides you with a dedicated account manager that ensures all tasks are completed as arranged, oversees hardware and software implementation, and provides resources for any service tickets.

  • All UCaaS services plus

  • Preview Dialer

  • Predictive Dialer

  • Power Dialer

  • Omni-Channel (Voice, Web-Chat, E-mail, Social)

  • Speech Analytics

  • Skills Based Routing

  • Sentiment Analysis

  • Screen Recording

  • Artifical Intelligence IVR

  • Real-time database Integration

  • Inbound/Outbound Queues

  • CRM Integration

  • Open API

  • Multi-Industry Compliance

  • Data Residency in Canada

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Improved Communication With Our Top Tier CCaaS Partners

Quantitel provides the services, products, and expertise to empower an organization to deliver better customer experiences through improved communication.

Quantitel’s vast experience with call centres across multiple industries allows us to provide you with a feature rich, cost effective CCaaS system that offers long term flexibility and scalability. We oversee all software and hardware integration, then stay with you as a technical and advisory resource.

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Genesys

Added Value Services

Textel Contact Centre Environment

Ask us how we can use our unique partnership with Textel to enhance your SMS experience in your Contact Centre Environment

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Upgrade your Caller ID, add a brand to your outbound identity and refine your name display, and reason for call before they even answer as your out-bounding efforts reach unprecedented response times

Our Process

Step 1: Assessment

Our engineers examine your current call centre environment with a focus in specific areas such as remote working, staffing requirements, mobility, communication channels, and current third-party contracts.

Step 2: Needs analysis

Examining your needs starts from a problem solving perspective. Some organizations view call centres as a revenue generator, while others see them as means for customer retention or reducing support costs. These different roles, combined with management style, current software, and staffing resources, can influence how we understand your organization’s needs. Our goal is to take all these factors into account to understand how your organization works.

Step 3: Recommendations

With a strong understanding of your call centre strategies, we can then make specific recommendations. At this point we may also introduce specialized tools such as Artificial Intelligence Powered Virtual Agents, Sentiment Analysis, WorkForce Management, Speech Analytics, or Automated Real-Time Reporting.

Step 4: Implementation

Your call centre is about to get a whole lot more productive. With a new cloud-based call centre, expect to see increased productivity and lower costs. Our service partners will upgrade your hardware and software, then train your staff and on-site IT personnel.

Step 5: Support

Our Provider’s enhanced/recommended support is available 24/7. And your system will continuously be updated as new software becomes available. This provides piece of mind, allowing you to allocate resources more effectively.

Helping You Stay Compliant

Your client’s information is sensitive, which is why we’re proud to offer fully compliant Contact Centre Solutions in various industries.. We’ve partnered with vendors who provide a wide range of compliance coverage, including SOC 2/2+/3, HIPAA, PCI DSS, HITRUST, Skyhigh, Enterprise-Ready, toll-fraud mitigation and end-to-end voice encryption.

Reach out for a no obligation assessment.
Or call us at 1-855-407-0218

Find out how the performance of your telecommunications network matches against other organizations of similar size. We will also provide an assessment of your current service providers to show if you’re getting the best value.

Reach out for a no obligation assessment. Or call us at 1-855-407-0218

Find out how the performance of your telecommunications network matches against other organizations of similar size. We will also provide an assessment of your current service providers to show if you’re getting the best value.