Customer Experience and Contact Centre as a Service

Transform Customer Experiences: Discover Nuvias UC’s cutting-edge CX and CCaaS Solutions.

Customer Experience (CX) and Contact Centre as a Service (CCaaS)

With Contact Centres gaining popularity, it’s no surprise that the CCaaS market is forecast to grow from $4Bn to almost $31Bn by 2031. (source Allied Market Research).

The growth in demand for CCaaS is strongly linked to a growing focus on Customer Experience (CX) solutions, which comprises a range of methods, such as contact centres, for customers to engage with a business.

Why is customer experience so important?

86% of customers will pay more for a better experience. 59% will walk away after several bad experiences, even from a brand they love, and 32% will walk away after just one bad experience. It also costs a business 5-25 times more to attract a new customer than to retain an existing one.

To provide the best possible solution, Nuvias UC is engaged with a variety of CCaaS vendors, including those that have been identified by Gartner as Challengers/Leaders in the CCaaS Magic Quadrant, as well as additional complementary solutions:

Our CCaaS solutions providers:

  • AudioCodes: Teams-native customer engagement suite
  • Five9: Offers full omnichannel support, IVA, advanced AI services for Agent assistance and third-party integrations
  • Gamma (Telsis): Contact centre add-on for BroadSoft customers
  • RingCentral: Agency model (commission paid on deals)
  • Zoom: Video-first CCaaS solution, managed through the same platform/UI as their video and phone services

Our complementary solutions providers:

What is the CCaaS Opportunity?

  • Hybrid working and the PSTN shutdown are accelerating businesses migrating to the cloud
  • 85% of existing contact centres are on premise, mostly on outdated hardware that cannot compete with modern CCaaS services
  • CCaaS solutions now have a broader appeal
  • Cloud hosting drives down the cost of a contact centre
  • Customer engagement is important for all businesses
  • A wider range of offerings mean more affordability for small & medium businesses
  • Contact centre services can be widely used by multiple business teams (sales, marketing, support, etc.)

How can Nuvias UC partners take advantage of the opportunity?

Without experience in telephony, the task of setting up, installing and managing a contact centre can be difficult but there is an easy option:

Nuvias UC has created a portfolio of CCaaS solutions, designed to meet the varying needs of our partners and your customers. We can manage and oversee the onboarding process from start to finish, whilst you focus on business-as-usual. This makes it easy to choose a contact centre solution that is right for our partners and the customers you deal with on a daily basis.

Let Nuvias UC manage the solution for you

This means that you don’t need to worry about the on-going maintenance and updates of your contact centre software. Our expert team manages that for you, so you can focus on your customers’ needs.

  • Setup and configuration of the contact centre by Nuvias UC
  • On-going management, maintenance and updates

Integrating CCaaS solutions into full UCaaS portfolio

The expert team within Nuvias UC can train, advise and assist our partners and their end-users with integrating their chosen CCaaS solution into their existing UCaaS portfolio.

 

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