Complex voice environments
Like UCaaS, CCaaS migrates on-prem telephony to flexible cloud business lines via IP PBX, SIP, or full VoIP systems. CCaaS also solves complex needs like blended inbound-outbound and BPO-supported solutions.
Contact Center as a Service (CCaaS)
Manage complex customer needs with CCaaS
Transition your legacy phone system into a cloud platform built especially to optimize customer-facing communications.
Work with Clearlink Consulting
- Solutions from 30+ leading partners like Nice/CXone, Five9, and Genesys
- Single-contact support by our experienced advisors
- Ongoing consulting without fees
CCaaS for call centers & more
You don’t need a multi-floor sales operation to benefit from CCaaS solutions. If the following use cases resonate with your business goals, consider CCaaS to dramatically expand your customer care abilities while also cutting costs and simplifying operations.
- Migrate on-premise infrastructure to a streamlined cloud system
- Put multi-branch or franchised enterprises on a single communications platform
- Manage high-volume client lists with complex contact needs (most enterprises, plus SMBs like clinics, auto shops, salons)
- Accommodate seasonal spikes in fulfillment or staffing
- Gather advanced analytics on staff performance and customer behavior
- Improve CX across marketing, sales, and customer care touchpoints
CCaaS solutions by our trusted partners
Contact center solutions run on these cornerstone technologies. Clearlink Consulting advisors can help you navigate the options and design a cost-effective plan for switching to CCaaS.
Unified communications
Although you can use CCaaS and UCaaS together, CCaaS also supports voice, video, and text formats for all external comms and internal collaboration tools like Slack, Zoom, Google Workspace, and Workfront.
Interactive voice response (IVR)
Via voice prompt, dial-pad, or blended approach, IVR contact center assistants serve as customers’ first point of contact and guide them to self-serve resources so your teams can focus on other priorities.
Automatic call distribution (ACD)
ACD is the highly customizable back-end routing tool that takes your customers down the right IVR path to meet their needs and your business goals.
CRM platform integration
Bring your core CRM tool (Salesforce Sales Cloud, Genesys Cloud CX CRM) into CCaaS to access the data and workflows crucial to tracking clients through the customer journey.
Business intelligence tools
Gain deep insights into customer interactions via monitoring, call and screen recordings, and KPI reporting, then turn them into smart business decisions.
WFM & ERP integrations
Boost efficiencies by integrating workforce management (Kronos, Ceridian) or enterprise resource planning (SAP S/4HANA, Oracle NetSuite).
Engineering resources
Pull in the APIs or software development kits (Stripe API, Google Firebase SDK) essential to positive customer interactions on your app/website.
Compliance & quality assurance
Ensure regulatory compliance and quality control by integrating with QMS platforms (MasterControl QMS, ETQ Reliance).
CRM integration
Enable positive client interactions
Your CRM helps you compile client lists, track their place in the customer journey, automate contact touchpoints (scheduling, alerts, marketing campaigns), and ultimately bring in more revenue; CCaaS provides the cloud infrastructure you need to execute every one of those goals.
- Reliable, high-quality voice and video transmission for calls
- Quickly implemented back-end tools to guide larger traffic patterns
- Insights into customer satisfaction via automated monitoring & analytics
Analytics & reporting
Build informed business strategies
In addition to communications infrastructure, CCaaS solutions provide reporting and analytics as a key function of the software. Rely on BI insights like the following to make data-driven decisions on long-term strategy, adapt as needed to unexpected issues, and ultimately make your business more profitable.
- Track employee KPIs like interaction handling time, conversion rates, and script adherence
- Monitor customer satisfaction with post-interaction surveys and AI sentiment analysis
- Use findings to inform forecasting and iterate on marketing, CX, and workforce management strategies
Cloud telecom
Adapt and scale easily
Switching to cloud infrastructure from on-premise telecom solutions can pay massive dividends. With CCaaS solutions from Clearlink Consulting partners, you’ll have unprecedented flexibility to grow or restructure, ensure business continuity, and quickly adapt to changing environments, all without an additional investment.
- Monthly rates and limited CapEx required, if any
- Reduced complexity in day-to-day operations and full-scale system changes
- Reliable uptime with efficient cloud-hosting protocols and easier system backups
- Location flexibility for at-home, multi-location, or BPO staff
AI and automation
Optimize your workforce & accelerate progress
Enhance every aspect of your CCaaS infrastructure with AI and machine learning automations.
Efficient contact handling
Let agents navigate the complex, high-value customer interactions while bots and conversational AI handle the IVRs, self-serve chats, and repetitive tasks like data entry.
Intelligent engineering
Harness AI tools to design, build, and maintain back-end functions like automatic call distribution and bot logic (AKA robotic process automation), all with fewer engineering hours.
Smarter analytics & QA
Measure satisfaction and reduce customer survey fatigue with IA sentiment analysis; give agents feedback in real time with AI coaching; and level up reporting with AI forecasting.