Airtel Launches Airtel CCaaS, India's First Omni-Channel Cloud Contact Center Platform

19 Oct 2023 , 10:27 AM

One of the top telecom service providers in India, Bharti Airtel (‘Airtel’), announced the introduction of Airtel CCaaS (Contact Centre as a Service), an industry-first omni-channel cloud platform that provides a single, integrated experience for any contact centre solution needed by a business.

Businesses that need contact centres currently have to source software, cloud, and voice services independently from many providers, which increases the time and money required to complete the process. Businesses will be able to drastically cut these expenditures thanks to Airtel’s cutting-edge CCaaS offering, which combines cloud computing, voice-as-a-service (VaaS), and the best contact centre software available from top suppliers like Genesys. Businesses will be able to quickly begin implementing contact centre solutions thanks to the platform.

Businesses will be able to immediately begin using contact centre solutions at reasonable monthly prices thanks to the platform.

Chief Digital Products & Services Officer Abhishek Biswal of Airtel Business stated: ‘As a brand, we continuously strive to satisfy our customers with innovative products and services. One problem facing the sector has been the absence of a single platform for contact centre solutioning. We have created a state-of-the-art technology platform for CCaaS in order to tackle the obstacles that the market faces. Our cutting-edge CCaaS solution streamlines contact centre management at a reasonable price by fusing the finest features of voice, cloud, and software. By doing this, we will not only introduce a disruptive solution to the market, but also herald in a new era of efficient operations that will improve customer interactions.”

Businesses may benefit from smooth call handling for both incoming and outgoing calls, call queuing, conference calling, call diverting, call routing, and cloud monitoring with Airtel CCaaS, which is accessible from any location at any time.

Apart from resolving the issue of managing conventional multi-vendor arrangements for sourcing services, the platform also removes the necessity for businesses to finalise mandatory regulatory compliances and the difficulty of extended wait times during troubleshooting requirements, which entail increased capital, operational costs, and labour investments in addition to restricting easy expansion to additional locations.

The CCaaS platform, which is available under Airtel’s CPaaS platform, Airtel IQ, was put through several months of beta testing prior to its current introduction. Airtel tested the service with high-profile clients, and they gave it favourable feedback because of how convenient and reasonably priced it is.

For feedback and suggestions, write to us at [e-mail]