Customer Service Solutions: Contact Center as a Service
CCaaS cuts down on capital expenditures while providing complete contact center solutions that enhance talent and improve customer service.
What is Contact Center as a Service?
CSC’s Contact Center as a Service is a global service using cloudbased infrastructure and a software as a service model to deliver a features based application to Contact Center customers. We have a fully integrated approach to multichannel customer service solutions, which delivers information through multiple delivery channels – including phone, E-mail, interactive voice response, portals and IM/web chat. This solution can be provided as a technology only solution or can also be full turned-key solution including the agents.
What is the value of contact center services?
CSC’s Contact Center as a Service (CCaaS) enables deployment of a ready-to-go IP contact center and introduces next-generation applications such as computer-telephony integration (CTI), social media and multimedia including email and chat. In addition to the standard Contact Center applications offered, CSC can also provide other types of applications such as:
- skills based routing
- call recording
- Interactive Voice Response (IVR) / Voice Portal (VP)
- Workforce Management (WFM)
- Voicemail (VM)
- screen pop
- soft client application
Costs are reduced by the inherent cost savings of IP for voice, including simplified management when it comes to moves and changes. Calls can be directed transparently to any location that has an Internet connection, including home workers and branch offices, resulting in improved service levels, flexibility and scalability during peak demand. The ability to place representatives remotely will also allow you to hire and retain the best talent.
What does it do?
Contact Center as a Service provides a suite of capabilities that improves efficiency and enhances customer service. Our contact center solutions cut cost and create new possibilities.
- CCaaS offers predictable costs based on a per-representative, per-month payment model with costs shifted from a capital expense to an operational expense.
- Enhances employee productivity and elevates customer service with multimedia, collaboration, conferencing and mobile.
- Reduces IT staffing costs required to support and maintain systems and integrate applications.
- Avoids ongoing training expenses and reduces the pressure to acquire and retain talent.
- With CCaaS, you can pay as you go, only for the services and capabilities that each employee, department or site uses.
- Scale services up or down quickly and easily.
- CCaaS enables delivery of high-demand, cost-elective business capabilities where they matter most — facing the customer.
- Leverages CSC’s investment in new and emerging capabilities — we do the upgrades.
- Simplifies support of representatives who work remotely through Home Agent/Virtual Agent IP.
- CCaaS allows managers to take comfort in CSC’s disaster recovery and business continuity.
- CCaaS helps to create a more robust environment with IP resiliency and geographically dispersed contact center representatives.
Why Choose CSC?
CSC has over 50 years of experience in the IT industry and has been recognized by Gartner Research as a leader in Communications Outsourcing and Professional Services. Over the last 15 years, CSC has provided contact center services to both commercial and public clients around the globe. CSC maintans a global integrated network of world sourcing centers and it can easily integrate other offerings like Unified Communication and Collaboration into a Contact Center solution. CSC uses flexible implementation model with each client, which helps to build the right vision and preserves the value of the existing investment. CSC uses its talent and resources to build to your specifications, and will help you develop successful contact center solutions in virtually any environment. CSC takes the time to understand the business benefits of each project and will guide you through all of the steps of the process.
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