Contact Center as a Service

Contact Center as a Service (CCaaS) is an all-in-one virtual contact center suite that includes ACD with Call Queuing, self-service via Interactive Voice Response (IVR), predictive outbound dialing, recording, administrative tools, and extensive integration capabilities.  CCaaS offers the flexibility that is needed to adapt quickly to changes because everything is in the cloud as opposed to on premise.  CFAVoice’s CCaaS was developed to deliver the highest quality experience to our customers without the need for significant investment.

Our platform has been deployed for highly reliable contact center services, from small to mid-market and enterprises.  CFAVoice’s CCaaS meets the quality expectations of the consumer, the cost-efficiency demands of operating a business, and the security and availability requirements of both. CCaaS is flexible, scalable, and simple to add agents and new resources that enhance agent performance and improving the overall customer experience.

FEATURES

Choice of agent deployment options with soft clients, IP phones or using traditional phonesFlexible and intelligent routing and handling of calls, ranging from simple skills based routing to complex interactive routing algorithms.

Integrated self-service IVR capabilities.

Integrated voice recording

Strong predictive and preview dialer options for outbound campaigns

Powerful real time monitoring and analytic reporting tools

Queue Management

Call Records

Call Statistics

Call Recording

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