Colt Contact Centre as a Service

Easy to deploy, cloud omni-channel solution — to build meaningful customer relationships, with a remote workforce.

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Overview

A contact centre is the central point where all customer interactions are managed, to provide effective and efficient support. Contact centre as a service (CCaaS) is a cloud-based solution that empowers companies to operate a virtual contact centre using cloud software.

This latest development optimises the experience for customers, by giving contact centre agents the ability to serve customers effectively from anywhere. This is essential to create meaningful customer relationships, as the expectation is a personalised experience at any time.

Some of the most common challenges faced by organisations, related to contact centres are:

  • Losing customers due to poor customer experience
  • Agents cannot perform their jobs effectively and are unproductive
  • Inefficiencies due to a complicated architecture with no integration between systems
Connecting your enterprise network

Colt recognises the importance of contact centres

Colt understands these challenges and we have brought industry-leading connectivity together with the market leaders in CCaaS and digital transformation services in a single relationship, to create our cloud contact centre solution.

Together with Atos and powered by NICE inContact, we offer an easy to deploy omni-channel solution that provides you with the tools and data-driven insights to support your customer experience strategy and organisational outcomes, with a productive and fully remote workforce.

CCaaS partnership diagram

Migrate seamlessly

Moving to Colt CCaaS is a very simple process. We have experience in providing seamless contact centre migrations, no matter your existing solution, through our 4-step process:

get started with ccaas v2

Qualify: Book a consultation with us to understand your requirements and to add value to your organisation

Solution design: We'll provide customised instructions depending on your existing service, to start your migration journey

Handover: Using our global best practices and tools, including our migration playbook and templates, we'll begin your migration

Support: Go live with confidence, supported by an expert team to enable a quick start-up with customisation support available 

And that’s it! You will be up and running with Colt CCaaS, so you can start building meaningful relationships with your customers, and enable your agents with the tools, to work effectively from anywhere.

Use cases

Whether you have a few or thousands of agents, with needs ranging from basic to complex. We have a bundle for you, which you can customise to maximise the value for your organisation.

Below are examples of how we can support you:

Customise what you need

Choose from 7 bundles to get started, then add on extra options and integrations, to maximise the value for your organisation.

Configured licenses

Configured licenses enable specific Agent and Supervisor user accounts to be setup on the platform for individuals

CXone
Call Center
Global

ACD/IVR

WebRTC softfone

1 Port

1GB Active Storage

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-

-

-

-

-

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CXone
Omnichannel
Call Center

ACD/IVR

WebRTC softfone

1 Port

1GB Active Storage

-

Chat & Email (NICE inContact)

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-

-

-

-

-

CXone
Contact Center
Global

ACD/IVR

WebRTC softfone

3 Ports

1GB Active Storage

ScreenRecording Pro

Chat & Email (NICE inContact)

Personal connection

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-

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-

CXone
Contact Center
Advanced

ACD/IVR

WebRTC softfone

3 Ports

1GB Active Storage

ScreenRecording Pro

Chat & Email (NICE inContact)

Personal connection

Workforce Management Pro

Quality Monitoring Pro

InView Performance Mgt

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-

CXone
Contact Center
Complete Classic

ACD/IVR

WebRTC softfone

3 Ports

1GB Active Storage

ScreenRecording Pro

Chat & Email (NICE inContact)

Personal connection

Workforce Management Pro

Quality Monitoring Pro

InView Performance Mgt

Feedback Management

Analytics Pro

Concurrent licenses

Concurrent licenses define the maximum number of Agents and Supervisors logged in at one time

CXone Call
Center Global
Package Concurrent

ACD/IVR

WebRTC softfone

1 Port

1GB Active Storage

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-

-

-

-

-

-

-

CXone Call
Center Global
Package Concurrent

ACD/IVR

WebRTC softfone

1 Port

1GB Active Storage

Chat & Email (NICE inContact)

-

-

-

-

-

-

-

Top benefits

Omni-channel solution

Delight your customers by enabling them to contact you through 30 digital channels (including messaging, social media, chat bots, traditional voice, email, etc.), whilst giving them the best personalised experience.

All the apps you need

Empower your remote workforce and maximise agent productivity from any location, by enabling them with all the applications they need (including Microsoft Teams, SalesForce, Microsoft Dynamics and more), in one online platform. 

World-class analytics

Take decision making and customer engagements to the next level, with powerful built-in analytics, to measure performance and see real-time insights of your cloud contact centre. 

Next-gen automation

Improve agent productivity and employee satisfaction by automating low-value tasks, and freeing up more time for your teams to focus on what matters most for your business. 

Why choose Colt CCaaS?

The power of 3

Colt’s cloud contact centre solution combines the capabilities of Colt, Atos and NICE inContact, to bring together market-leading connectivity, cloud contact centre expertise and digital transformation services, in a single partnership and solution.

This all-in-one combination will empower you with a cloud contact centre you can trust, enabling you with all the tools you need, to provide the highest levels of customer experience, with a remotely-enabled workforce.

Make it your own

We’ve created a set of 7 bundles for you to choose the perfect solution tailored for you. These bundles can also be customised further, to maximise the effectiveness of your solution in helping your organisation succeed.

Everything in the cloud

Our cloud contact centre enables the integration of all the applications your agents need, in our single online platform. So your agents will have everything at their fingertips to have meaningful interactions with your customers, whilst embracing the modern workplace.

Service where you need it

With our extensive pan-European footprint, you can get the contact centre solution you need with a single point of contact and contract, to make things simpler for you, while your agents can work globally.

Get started now

Speak with our experts to get a free consultation.

Submit the form to contact us. For other ways to contact us, visit here.

Want to learn more?

  • Datasheet: Colt CCaaS

  • Blog article: How a cloud contact centre enables your business to aim higher

  • Press release: Colt and Atos partnership to deliver Contact Centre as a Service solution

  • Atos Unify interview blog: A strong partnership for cloud contact centre and beyond