Contact Centre as a Service (CCaaS)
Customer contact solutions as a service.
Your customers are in the driver's seat. They are demanding greater contact channel choice, flexible and responsive customer service options and stronger customer relationships.
Optus CCaaS (Contact Centre as a Service) helps you provide a positive customer experience through a suite of advanced multimedia contact centre tools without the hassle of ownership.
It's an enterprise grade service that provides the simplicity of a hosted service with the control and flexibility of an on-premise solution.
With Optus CCaaS you can focus on looking after your customers, managing your staff and continuously improving your service offerings rather than worrying about complex contact centre infrastructure and integration issues.
- Multi-channel contacts (email, chat, web collaboration)
- Escorted two-way web browsing that helps customers find what they are looking for
- Intelligent routing
- Personalised service through CRM integration
- Self Service IVR
- Advanced speech recognition
- Courtesy call back
- Freedom to work from any location with VPN and standard PSTN line
- Workforce management
- Whisper announcements and automated agent greeting
- Customisable real time and historical reporting
- Voice and screen recording
- Easy management self-service portal or let us do it for you
- Outbound campaign tools
CCaaS allows you to easily scale contact centre capacity and provides a single, consolidated delivery of hardware, software licensing, professional services, management and carriage components. It supports multi-channel customer interactions, including inbound and outbound voice, web, email and social media customer interactions which are intelligently routed to the most appropriate and available contact centre resource.
For your IT department, it's a relief. It's a simplified and cost-effective environment that reduces the need for IT system management and helps speed the delivery of complex services in a scalable way.
For your customers, it's all about an improved experience. They will enjoy a highly responsive customer service engagement through a range of new channels such as web chat and social media.
For your business, it's smart money. The pay as you go model means no longer having to invest in new infrastructure or costly licences and upgrades.
Switching to an opex model brings with it more simplicity and predictability through a user-based monthly billed service.