Contact Center as a Service

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Modernizing your contact center for the future

Cloud contact center delivers robust functionality, scalable solutions, and rich integrations that reduce cost and free IT from the daily challenges of management. CBTS has assembled industry-leading contact center solutions for any size organization that avoid costly capital investments, deliver a secure and elevated customer experience, and solve business challenges.

Cloud-based ACD
Self-service IVR
Blended queuing of voice and digital channels
Workforce optimization
Precision-based routing
Advanced reporting and analytics
Support virtual operations and remote agents

CBTS & Five9 Contact Center

Read how the experts at CBTS can drastically improve your customer experience with Five9.

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Contact Center solution for any size business

Five9 Contact Center as a Service

Industry “leader” in Cloud Contact Center, according to analyst firms.
Concurrent user pricing model.
Single interface for omni-channel contact centers.
Virtual assistant interactive voice response.
99.99% service level agreement for uptime.
Native integrations for CRM, unified communications, and cloud APIs.
Centralized support and management of voice, network, and contact center.
Multiple dialer options (predictive, power, progressive, preview, TCPA).

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Hosted Enterprise Contact Center

Based upon Cisco Hosted Contact Center.
Engage with customers via their preferred channel: voice, web, chat, e-mail, social, or video.
Scalable and burstable architecture allows for seasonal growth.
As-a-service model negates large upfront capital investments.
99.999% service level agreement for uptime.
Hosted in redundant data centers to guarantee reliability and disaster recovery.
Managed by CBTS engineers to reduce costly contact center management expenses.

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Why CBTS

Private or public cloud offerings
99.999% uptimes
Concurrent-based deployment models
Multiple delivery methods: SD-WAN, NaaS, MPLS, VPLS, OTT, and more
Bursting capabilities to address seasonality or emergencies
Single solution provider and support for voice, network, and contact center
Simplified management and consolidated billing
Dedicated project management, account team, and support

Consult

Design

Build

Training

Implement

Support

We work closely with you in the discovery phase to identify the ideal contact center platform to customize for your organization’s goals and existing environment. Our engineering team then designs and refines a solution optimized for your network and carefully reviews existing APIs and integrations to ensure a seamless integration during development and use acceptance testing. We provide thorough training for your supervisors and agents prior to a well-planned, high-touch cutover that includes immediate tracking and resolution of any issues. Following transition, we hand off to our Enterprise Network Operations Center for U.S.-based, 24x7x365, day two support.