Bharti Airtel, a leading telecommunications service provider in India, that also has a data center business in Airtel Nxtra, has now launched a new service called Contact Center as a Service (CCaaS). The unique service combines the best of Voice as a Service (VaaS), Cloud, and Contact Center software.
In a statement released by the company, it claimed that its CCaaS was “an industry first omni-channel cloud platform that offers a unified experience for all contact center solution required by an enterprise.” It further explained its rationale behind creating the service saying, “Currently, businesses with contact center requirements need to source voice, cloud and software separately from multiple vendors resulting in increased capital and time investments.”
However, with CCaaS, Airtel is attempting to remedy this. According to Abhishek Biswal, Head – Digital Products & Services, Airtel Business, “The lack of a unified platform for contact center solutioning has been an industry issue. We have developed a cutting-edge technology platform for CCaaS to address the challenges faced by the industry. Our innovative CCaaS offering combines the best of voice, cloud and software to simplify contact center management at an affordable cost.”
The company claims that with the new service will enable enterprises to seamlessly handle both inbound and outbound calls, in addition to call routing, call queuing, conference calling, call redirecting and cloud monitoring on cloud accessible across all office locations anywhere, any time. According to Biswal, “With this, we will not only revolutionize the segment with a game-changing solution but will also usher in a new era of streamlined operations for an enriching customer contact experience. We are certain that the industry will make the most of the offering”.
Offered under Airtel’s CPaaS platform – Airtel IQ, the CCaaS platform was in pilot testing for a few months before its launch.