Communications as a Service (CAAS)
for the Contact Center
As an option, Altivon offers a complete CaaS solution for contact center automation, built on an application suite proven in businesses worldwide. You pay only for the capabilities you need and the number of agents, supervisors and business users you require. Monthly costs are predictable and easy to budget, with minimal (or no) capital expenditures and far less IT overhead than on-premise data centers require.
Hosted Contact Center functionality you need
CaaS improves operational performance with IVR, ACD, automated dialing, call recording, workforce management (WFM), screen pop integration and multichannel routing of e-mail and web chat. Agents and supervisors also improve service levels with desktop call control, desktop faxing, and real-time presence and monitoring.
Scale as needed — in-center and remote
No matter the size of your business and the number of agents and users, CaaS lets you easily add users as needed and incorporate mobile workers, work-at-home agents, and even remote sites. You can also scale your solution, on demand, to meet seasonal needs and growth requirements.
Choose your hosting services control model
CaaS is a powerful platform for cost-effective services delivery and control using a SIP platform, voice over IP (VoIP) and a MultiProtocol Label Switching (MPLS) network. With three flexible deployment models, your business gets choices that other CaaS vendors don’t provide.
- Local Control VoIP Model—Keep your organization’s current telco circuits, connect to the hardened data center via MPLS, configure “on-premise” hardware such as gateways, proxy/media servers, and equip agents with IP phones or soft phones.
- Remote Control VoIP Model—Route calls via telco circuits terminated at the data center and equip agents to handle calls using IP phones or soft phones connected over an MPLS network.
- Remote Control TDM Model—Route calls via telco circuits terminated at the data center. Agent connection calls are routed over the Public Switch Telephone Network (PSTN) to your existing PBX, no new equipment required.
Key contact center cloud benefits
- Local control over your valuable data, decreasing security risks
- Increased flexibility to configure and modify call flows, IVR flows and interaction processes
- Advanced contact center features including call recording, real-time monitoring, outbound dialing and workforce management
- Deployment models designed to provide survivability and the highest reliability
- Predictable monthly payments with minimal, or no, capital expenditures
- Flexible deployment models, with an optional migration path to a premise-based system in one easy step
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