Contact Center (CCaaS)
Cloud contact centre with skills-based routing, ACD, IVR, predictive dialler and CRM screen-pop across every channel — voice, chat, email and social. Real-time supervisor dashboards, workforce management and quality monitoring ensure the right agent handles every interaction with full context. Your customers stop repeating themselves, and your agents stop starting from zero.
Overview
A contact centre that routes inbound calls to whoever is free wastes your best agents on the wrong issues. Contact Centre as a Service (CCaaS) is cloud-native customer engagement with skills-based routing that matches each interaction to the agent best equipped to resolve it — across voice, chat, email and social media. CRM integration surfaces the customer history on the agent screen before they say hello, and omnichannel queues ensure a customer can move from chat to voice to WhatsApp without repeating themselves. We turn your service desk from a holding pattern into a resolved queue where every interaction lands on the right person the first time.
Clevertek scopes every engagement to your environment — capacity, sites, compliance and support model — so you get a tailored plan rather than a fixed SKU. Pricing is quote-only, and our solutions architects will work through your requirements before any proposal.
Our approach
We deploy and operate a cloud-native CCaaS platform with skills-based routing, omnichannel queues, CRM integration, quality management and workforce engagement tools. Our engagement covers platform selection or build, carrier integration, IVR design, CRM connector configuration, agent training and ongoing managed operations. We ensure your contact centre scales with your business without hardware refresh cycles.
Why work with us
Built on carrier-grade voice
Our CCaaS runs on the same voice infrastructure that powers millions of enterprise minutes daily. Call quality, reliability and regulatory compliance are inherited, not optional extras.
Deep India compliance
Built for Indian regulatory requirements — TRAI compliance for voice, call recording mandates for BFSI, data localisation and consent management built into the platform.
Omnichannel by default
Voice, chat, email, WhatsApp and social media all land in one agent interface with consistent workflows and cross-channel context. No separate console for each channel.
Key benefits
What this solution delivers for your business.
First-call resolution lift
Skills-based routing places each interaction with the agent who has the right language, product knowledge and certification. Transfers drop and resolution times improve measurably.
Agent productivity gain
CRM screen-pop puts customer history, recent interactions and open cases on the agent screen before they take the interaction. Handle times shrink and customer satisfaction rises.
Elastic, no hardware cycles
Scale agent seats up and down as demand changes. Add capacity for a campaign or a season and release it after. No PBX hardware to size for peak and carry through troughs.
What's included
Part of this managed service.
Skills-based routing
Every inbound interaction reaches the agent whose profile matches the requirement — language, product expertise, certification level or customer segment. The first person who picks up is the one who can close it.
- Skill and proficiency matching per queue
- Priority routing for VIP and escalation
- Dramatically reduced transfers and warm handoffs
- Real-time queue monitoring and adjustment
Omnichannel agent desktop
Voice, chat, email, WhatsApp, SMS and social media all land in one interface with consistent workflows. A customer moves between channels mid-conversation without repeating their story.
- Single desktop for all channel types
- Cross-channel context and history
- Channel preference stored per customer
- Seamless mid-conversation channel switch
CRM and system integration
Screen-pop surfaces the full customer record on connect. Agent sees account history, recent tickets, open orders and any prior interactions before saying a single word.
- CRM integration with major platforms
- Context carryover across sessions
- Faster handle times with data at hand
- API layer for custom system integration
Workforce engagement and quality
Quality management, call recording, live agent coaching and performance analytics built into the platform. Supervisor dashboards show queue health, agent status and SLA adherence in real time.
- Quality management and scorecards
- Policy-based call recording
- Live agent whisper and coaching
- Real-time and historical reporting
Where it helps
Real-world scenarios where this solution delivers measurable outcomes.
Calls bouncing between three agents before anyone can help
Route by skill so the first agent who picks up can close the issue. The screen-pop gives them the customer record so nobody asks who they are or what they need.
A contact centre that cannot scale for sale season
Elastic CCaaS means you add 50 agents for a campaign and release them after. No hardware to buy, no PBX ports to provision, no lead time.
Questions buyers actually ask
Is CCaaS different from UCaaS?
Different purpose. UCaaS helps your own team talk to each other. CCaaS helps your service desk serve customers — with routing queues, CRM integration, quality management and workforce tools. They can share a voice backbone but solve different problems.
Do we need a CRM for CCaaS to work well?
It is far more effective with one — screen-pop is the headline feature — but we can start with what you have and deepen the integration as the contact centre matures.
Can agents work from anywhere?
Yes. CCaaS is cloud-native so the agent desktop is accessible from any location, any device. Remote and hybrid agent models are a standard deployment pattern.
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Ready to scope a solution?
Talk to a Clevertek solutions architect about your requirements — no obligation.