Contact Centre as a Service
(CCaaS) Solutions

Contact Centre as-a-Service (CCaaS), is a Cloud-hosted solution that replicates traditional contact centre capabilities without physical hardware, offering omnichannel communication, intelligent call routing, automated workflows, and real-time analytics to optimise agents’ capabilities and wellbeing, enabling them to deliver a better customer experience.

Implementing CCaaS is straightforward, requiring only a reliable internet connection, workstations, and headsets, while agent training can take as little as two weeks, depending on the complexity of the operation. Workshops are delivered through a combination of methods: remote and in-person learning, training, on demand tutorials, and floor walking.

CCaaS differs from traditional on-premises contact centre solutions by offering Cloud-based hosting for remote accessibility, optimal scalability, and lower upfront costs with subscription-based pricing. In contrast, many on-premises solutions require physical infrastructure, which leads to higher maintenance costs, and limits scalability and remote access options.

Our CCaaS solution offers robust, customisable reporting and analytics, including real-time dashboards for monitoring contact centre activity, comprehensive historical reports on metrics like call volume and customer satisfaction, tools for call recording and quality management, and AI-based features like natural language processing and sentiment analysis, all of which enable businesses to optimise operations and enhance the customer experience.

Our CCaaS solution is subject to regular security audits to maintain compliance with applicable regulations, such as PCI-DSS, HIPAA, the GDPR, and ISO 27001. Adherence to the specifics of these regulations has been built into the platform’s architecture, helping to streamline the process of maintaining compliance.

Exponential-e’s CCaaS solution meets all applicable data protection requirements by incorporating robust security measures, including as encryption, multi-factor authentication, and compliance with PCI-DSS, HIPAA, SOC 2, ISO/IEC 27001, and the GDPR.

CCaaS optimises the overall customer journey by enabling omnichannel support customers can contact you at their convenience, personalised interactions through CRM integration allow you to know each customer and give them tailored resolutions, efficient self-service options allow customers to access resources 24/7, intelligent routing enables customers to get through to the agent best suited to solving their problem, and detailed analytics to establish a culture of ongoing improvement.

Our CCaaS solutions can integrate with the most popular CRMs, such as Dynamics, Salesforce, ServiceNow, Oracle, and Hubspot, plus many more. As long as the CRM has open APIs, we can connect to it. By connecting your CRM, this will help to enhance customer service by centralising data and enabling personalised interactions across multiple channels.

Exponential-e offers comprehensive customer support through multiple channels, including phone, email, and a self-service portal, available 24/7/365. Our support structure includes tiered levels of expertise to handle various technical needs, ensuring efficient and timely resolutions. Exceptional customer service is part of our company DNA, as shown by our live NPS score.

Please contact us and we will aim to answer your question