Solutions CX Management Solutions

CCaaS solutions

Contact Centre as a Service

Enhance customer experience, improve operational agility, and future-proof service delivery with scalable Contact Centre as a Service solutions.

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Our CCaaS solutions

Omnichannel customer experience

Deliver connected, consistent service across every channel.

Unified routing

Route, manage and track interactions across voice, chat, email, social and SMS

Context carryover

Enable customers to switch channels without losing context

CRM visibility

Integrate with CRM and ticketing systems for full customer visibility

Improved CX

Improve customer satisfaction and reduce effort

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Our CCaaS solutions

Cloud-native flexibility & scalability

Scale operations effortlessly and adapt to change in real time.

Flexible licences

Scale agents and licences up or down instantly

Support hybrid working

Support hybrid, remote, or in-office teams from one platform

Disaster recovery

Simplify disaster recovery and business continuity

Reduce hardware requirement

Reduce the need for physical infrastructure

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Our CCaaS solutions

Built-in analytics & performance monitoring

Gain insight and control over service delivery and team performance.

KPI monitoring

Monitor key KPIs across all channels and touchpoints

Address customer service bottlenecks

Identify service bottlenecks and address them proactively

Cost control

Use data to improve service levels, reduce costs and track SLAs

Data driven improvements

Feed insights into coaching, QA and CX improvement

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Project Management

Our CCaaS solutions

Integration with WEM, CRM & compliance platforms

Connect CCaaS into your wider digital ecosystem.

Integrate with WFM, CRM and QA

Seamlessly integrate with Workforce Engagement, CRM and QA tools

Compliant

Ensure compliance with FCA, GDPR, PCI DSS and ISO27001 standards

Unified data

Unify customer data and interactions for better decision-making

AI-ready

Support AI-driven routing, analytics, and customer journeys

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How to Gain a Holistic View of Contact Centre Reporting

The impact

The business impacts of CCaaS solutions

Agility without heavy re-platforming.

Faster go-live

Deploy quicker with less risk.

Lower IT overhead

Reduce maintenance burden.

Better CX

Deliver consistent journeys.

Scalable growth

Adapt as needs change.

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CCaaS products

Genesys Cloud CX

Unify every interaction across voice, digital, and social channels with a single cloud-native platform. Leverage AI and automation to streamline operations, empower agents, and deliver personalised, seamless customer journeys.

NICE CXone Mpower

Empower your contact centre with CX-aware AI and automation. Deliver hyper-personalised, secure, and seamless experiences while reducing costs and boosting agent performance.

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Best in class

We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.

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Expert partner

With decades of industry experience and expertise, we deliver measurable ROI and transformational results.

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Customer-centric

We align every solution with your business objectives, ensuring a seamless experience.

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Compliance first

Our solutions are built to meet the highest regulatory standards.

Transform service delivery with a future-ready contact centre

Speak to our specialists today and discover how Business Systems’ CCaaS solutions can help you modernise customer service, reduce costs, and adapt to future needs—without overhauling your entire operation.

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Frequently asked questions

Your answers

A CCaaS solution delivers cloud-based contact centre functionality via a subscription model, enabling businesses to manage all customer interactions through a centralised, web-based platform with minimal on-premise infrastructure.

Benefits include scalability, lower IT overheads, omnichannel capabilities, faster deployment, enhanced agent flexibility, and access to new technologies like AI and analytics.

By unifying communication channels, integrating with CRMs, and enabling real-time data insights, CCaaS solutions provide faster, more consistent, and personalised service.

We support every step—from evaluating requirements and selecting the right platform to integration, testing, training and post-launch optimisation.

UCaaS (Unified Communications as a Service) focuses on internal collaboration (e.g. voice, video, messaging for employees), while CCaaS is purpose-built for external customer engagement across channels.

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Let’s transform your organisation together

Ready to enhance efficiency, drive customer satisfaction, and future-proof your operations?

Get in touch with our expert consultants to discover how Business Systems can help your organisation thrive.

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