CCaaS (Contact Centre as a Service)

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

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

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…… 32% after just one bad experience! And it costs a business 5 to 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:

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

Our complementary solutions providers:

What’s 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  • 85% of existing contact centres are on premise, mostly on outdated hardware that cannot compete with modern CCaaS services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 broader appeal
  • Cloud drives down the cost of a contact centre
  • Customer engagement is important for all
  • 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 CX portfolio of CCaaS solutions, designed to meet the varying needs of our partners and your customers.

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 by Nuvias UC
  • On-going management, maintenance and updates
  • You focus on your customers

Let the vendor shoulder all the responsibility via an agency model

Just because you are not managing the contact centre software yourself, it does not mean that you’re getting fewer features and functionalities. Our contact centre solution comes fully loaded with all the features any modern business needs.

  • Integrations; advanced reporting; queue and call strategies and more.


Contact Us

For more information about our Contact Centre as a Service and customer experience solutions, please complete the form below, and one of the team will be in touch:

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Vendors of interest

Nuvias UC Vendors